Metrics
What is Sentiment analysis?
Sentiment analysis is the automatic detection of emotional tone — positive, negative or neutral — in text or speech.
On calls it can draw on both the words used and vocal cues such as pitch and pace. Accuracy is genuinely limited across languages and cultures, and it performs worse on code-switched speech, so it is best treated as a triage signal rather than a measurement.
Its practical use is flagging calls that went badly for human review, not scoring customers. Outpero captures this on every call automatically, which is what makes it possible to flag a bad call for review without anyone re-listening to find it.
What is Sentiment analysis?
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Sentiment analysis is the automatic detection of emotional tone — positive, negative or neutral — in text or speech. On calls it can draw on both the words used and vocal cues such as pitch and pace. Accuracy is genuinely limited across languages and cultures, and it performs worse on code-switched speech, so it is best treated as a triage signal rather than a measurement.
Why does Sentiment analysis matter?
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Its practical use is flagging calls that went badly for human review, not scoring customers. Outpero captures this on every call automatically, which is what makes it possible to flag a bad call for review without anyone re-listening to find it.
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