Oversai’s Voice of the Customer (VoC) solution helps you understand how both your customers and agents feel during every interaction. By automatically analyzing conversations, our system provides clear sentiment scores and topic categorizations that give your team actionable insights—without the need to manually review every detail.
Sentiment Analysis 😊😐😠
Each interaction is analyzed to detect emotional tone and intensity. Oversai considers three main elements:
Tone of the conversation 🎭 – whether the interaction feels friendly, neutral, or tense.
Word choice 📝 – identifying language that carries positive, negative, or neutral meaning.
Emotional intensity 🔥 – recognizing signs of frustration, enthusiasm, calmness, or indifference.
Based on these factors, Oversai assigns a sentiment score on a scale from -1 to +1:
-1 → Strongly negative sentiment 🚫
0 → Neutral sentiment ⚖️
+1 → Strongly positive sentiment ✅
Alongside the score, the system also provides an easy-to-read sentiment label: Positive, Negative, or Neutral. This makes it simple for managers and analysts to track how conversations are trending over time.
Example
Customer sentiment score: -0.6 (Negative) → Indicates frustration or dissatisfaction 😟.
Agent sentiment score: +0.4 (Positive) → Shows the agent maintained a helpful and constructive tone 🙂.
This dual perspective allows you to see not just how customers feel, but also how agents are managing the interaction.
Topic Categorization 📂
In addition to sentiment, Oversai automatically detects the main topics discussed during the interaction.
Conversations are matched against a predefined list of business topics (e.g., billing, technical support, product feedback).
If a topic falls outside the existing list, Oversai can also suggest new potential categories to help expand your taxonomy.
This ensures your team has a clear understanding of what customers are talking about most often, and where process improvements might be needed.
Summary Generation ✍️
For each analyzed conversation, Oversai provides a concise summary highlighting the key points. This makes it easier to review interactions quickly, without reading through full transcripts.
Why It Matters 🚀
With Oversai’s VoC analysis, your organization can:
Quickly spot frustrated or dissatisfied customers before issues escalate ⚠️.
Identify agent performance trends and areas for coaching 📊.
Monitor common topics and pain points raised by customers 🗣️.
Go beyond traditional survey-based insights (like CSAT or NPS) 🙌 — since many customers don’t respond to surveys, Oversai ensures you still capture their true feedback directly from conversations.
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