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In this article, you will learn how to set up sentiment analysis and understand how it works.
User Level: Admin
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Sentiment analysis is the process of interpreting an overall mood or conversation tone. Our call sentiment analysis feature analyzes the sentiment of your sales and service call conversations in order to provide valuable feedback for agents and managers alike. Through the automated intelligence of sentiment analysis, you can see which scripts and conversation tactics are working to make customers happy, and which aren’t.

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How does it work?

Sentiment analysis is part of our growing suite of Conversation Intelligence features. We currently have 3 sentiment categories to describe the conversational tone of a call:
  • Neutral
  • Negative
  • Positive
These sentiments are given a numerical weight in our system, while a confidence score of each sentiment rating will also be calculated. When a call is transcribed, both speakers on the line will have their conversation sentiment separately analyzed, segment by segment. This allows us to generate a timeline of the shifting mood of the agent and caller over the call time. At the end of the call, the net score of the agent and caller will also be combined. Each analyzed call can then be given an overall sentiment score, in order to provide the overall call sentiment of negative, neutral, or positive.

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Where to See Call Sentiment

The overall call sentiment can be viewed by agents on our desktop Phone app via Call History > Call Detail. The more detailed timelines can be seen from the Analytics dashboard.

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Call Detail Summary

From Call History within your desktop Phone app, open a Call detail screen to access the conversation intelligence data for that call. In the Call detail, select Conversation Intelligence. Here, along with the call summary and extracted topics, you can see the overall call sentiment.
Sentiment analysis and related Conversation Intelligence features are not available on our mobile app.
As an admin or analyst, you can also select the Open detailed view on dashboard button to redirect to the Analytics > Call Details page.

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Analytics View

Sentiment analysis is accessible within Call Details, along with the call summary, transcription, recording, extracted topics, and more. To navigate there: go to Analytics > Call log (or Analytics > AI Analytics on a CI account), click the three dots on a call row and choose Call details.
Under the Recording tab, switch to Sentiment to see the timeline. In addition to the overall sentiment score, you can view a visual timeline of shifting sentiments over the course of the call:
  • 🔴 Red = Negative
  • 🟢 Green = Positive
  • 🟡 Yellow = Neutral
Speakers are separated into two recording timelines, labelled (e.g. “Contact,” “Agent”). Select any point in the recording timeline to jump to the corresponding part of the transcript. The Call Details page will have the call’s sentiment analysis along with the call summary, transcription, recording, topic extraction, and more.
In addition to the overall sentiment score, you can view the visual timeline of shifting sentiments over the course of a call. Red lines represent a negative sentiment, green is positive, and yellow is neutral. The agent and contact will be separated into two separate recording timelines. Select any point in the recording timeline to jump to the corresponding part of the transcript.

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Phone App View (Desktop only)

From Call History in the desktop Phone app, click a call to open its Call detail. Switch from Details to the AI insights tab. The AI insights tab shows the Call Score, Call Summary, Smart Notes, Topics Extraction and Sentiment Analysis (for example “Call was mostly neutral”). Select Open detailed view on dashboard to open the call in the Analytics > Call Details page.

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Setup

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Prerequisites

  • Conversation Intelligence is part of your current CloudTalk plan.
  • Call recording is enabled for desired numbers.

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Turn on Sentiment Analysis

Only admins can set up this feature.
  1. Go to Settings > Conversation Intelligence.
  2. In the left menu, under Analyze, open Sentiment.
  3. Make sure the users whose calls should be processed are listed under Users with AI Features Enabled on the General tab.
  4. Turn on Sentiment Analysis.
  5. Save Changes.

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Turn off Sentiment Analysis

  1. Go to Settings > Conversation Intelligence.
  2. In the left menu, under Analyze, open Sentiment.
  3. Switch off Sentiment Analysis.
You can also switch off AI Conversation Intelligence entirely to disable all AI features. Alternatively, removing users from Users with AI Features Enabled on the General tab disables processing for just those users, call data of users not listed here will not be processed by AI tools.
Once switched off, Sentiment Analysis is deactivated for all calls and any ongoing data collection is halted.
Need help or have a question? Just reach out through our Support portal — we’re here for you.