Sentiment score
An automated rating of the customer's emotional tone during a conversation, used to flag heat cases and coach agents.
Alpha Drive scores sentiment on every AI and agent call and surfaces heat cases in the Command Center so managers see problems before they become reviews.
In practice
Sentiment scoring reads each conversation for frustration, confusion or satisfaction and flags the calls that need attention. A manager can review the angriest calls of the week instead of listening to random samples.
Using it well
Sentiment works best as a trigger, not a grade: route negative calls to a manager for follow-up the same day, and look for patterns (a policy, an advisor, an hour of the day) behind the low scores.
Common questions
Is sentiment score the same as CSI?
No. CSI comes from manufacturer surveys after a visit. Sentiment score is measured on the conversation itself, so it can catch problems before the survey does.
Does Alpha Drive AI score sentiment?
Conversation outcomes and call reasons are reported in the Command Center so managers can find and follow up on problem calls.
Also called: call sentiment.
Read the chapter: Command Center →
Related terms
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