Sentiment Analysis

Sentiment analysis uses language models to detect the emotional charge of a message: is a customer happy, frustrated, or neutral? This happens automatically based on word choice, tone, and context, without a human needing to read every message.

For customer service, sentiment analysis is valuable for determining urgency: an angry or frustrated message can be automatically prioritized or escalated to an experienced agent, before anyone has even read it.

Bugalou's AI detects the tone of incoming conversations and can automatically flag negative sentiment for faster follow-up, so frustrated customers don't have to wait longer than necessary.