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Sentiment Analysis
Technology that identifies and analyzes emotions and mood from text or speech.
Sentiment Analysis enables a Voice AI agent to detect the customer's mood in real time — whether they're satisfied, frustrated, angry, or indifferent. Emotion detection allows the agent to adapt its approach: a frustrated customer gets a more empathetic response, and an angry customer is transferred faster to a human agent. According to Gartner, real-time sentiment analysis improves customer satisfaction by 25% (Source: Gartner, 2024).