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Customer Sentiment

The V‑Spark Customer Experience application enhances your analysis of positive and negative customer experiences by leveraging Voci’s advanced emotional intelligence capabilities. This emotional intelligence combines both linguistic- and acoustic-based information about the speaker’s emotional state (such as word choice and tone of voice) which is then used to assign each call a score of Positive, Negative, Worsening, or Improving emotion. All of these scores are searchable, and can be added to any V‑Spark application as filters to help you drill down into your calls for deeper insights into your customers’ state of mind.