AI Features · Beta

Sentiment Analysis — Understand Customer Emotions in Real Time

OptiKratos Sentiment Analysis scores every customer message — across WhatsApp, email, and chat — for positive, negative, or neutral sentiment, so your team can prioritise responses and prevent churn.

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AI Features features

What Sentiment Analysis — Understand Customer Emotions in Real Time includes

Every capability ships as part of your OptiKratos workspace — no add-ons.

Real-time scoring

Sentiment scored on every incoming message, instantly.

Trend monitoring

Track sentiment trends over time per contact, account, or channel.

Churn risk alerts

Alert reps when a customer's sentiment drops below a threshold.

All channels covered

Analyses WhatsApp, email, live chat, and voice transcripts.

CRM sentiment history

Sentiment history visible on the CRM contact and deal records.

Team performance insights

Aggregate sentiment scores by rep and channel for coaching.

Why OptiKratos

Benefits of Sentiment Analysis — Understand Customer Emotions in Real Time

Spot unhappy customers before they churn
Prioritise urgent responses by sentiment score
Trend data for account health reviews
All channels analysed from one platform
Rep coaching based on real sentiment data

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Sentiment Analysis — Understand Customer Emotions in Real Time — frequently asked questions

Everything you need to know about Sentiment Analysis — Understand Customer Emotions in Real Time on OptiKratos.

Sentiment Analysis is an AI technique that scores text as positive, negative, or neutral based on language patterns — allowing teams to understand how customers feel without reading every message manually.

Yes. You can configure alerts that trigger when a customer's average sentiment drops below a threshold — notifying the account owner or creating a CRM task automatically.

Beta means Sentiment Analysis is available to all customers but may receive model improvements with notice. Core scoring across WhatsApp and email is stable.

OptiKratos Sentiment Analysis supports 30+ languages. Performance is highest in English, Spanish, French, Arabic, Portuguese, and Hindi.

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