Glossary
What is Sentiment analysis?
Detecting whether a caller sounds positive, neutral or upset.
Definition
Sentiment analysis reads the words (and sometimes the tone) of a conversation to judge how the customer feels.
Why it matters
Upset callers should reach a person quickly; happy ones are great for a review request.
How RANA AI uses it
RANA's call summaries flag complaints and escalations so your team can act fast.
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