CALL SENTIMENT ANALYSIS

AI Call Sentiment Analysis to Track Customer Emotions

Q: What is an example of sentiment analysis?

If a customer says, “I’m really frustrated with the delay,” AI identifies the statement as negative sentiment, alerting managers to act quickly and resolve dissatisfaction.

Q: Can AI be used for sentiment analysis?

AI is widely used in sentiment analysis to process speech and text at scale, detect emotions in real time, and provide businesses with actionable insights on customer satisfaction.

Q: What is sentiment analysis in customer service?

It’s the application of sentiment detection in support or call centers to identify unhappy clients, improve agent performance, and enhance customer experience.

Q: What is the best KPI for measuring customer satisfaction?

Common KPIs for measuring customer satisfaction include Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).

Q: How to improve sentiment in a call center?

Train agents on empathy, track negative sentiment in AI reports, and follow up promptly with dissatisfied customers. Reviewing sentiment insights regularly helps reduce churn and boost satisfaction.

Understand how your customers feel during every conversation with call sentiment analysis from Calilio. Our AI-powered call center software automatically detects positive, negative, or neutral emotions, helping businesses measure satisfaction, spot unhappy clients, and improve service quality.

Automatic sentiment tagging for every call.

Detect positive, negative, or neutral emotions instantly.

Review sentiment insights from Callbox and AI call analytics.

Improve agent coaching and customer retention.

a man show the positive, negative and neutral call sentiment in the display

Telephony Partner of 1000+ Businesses Worldwide

Analyze Customer Call Sentiment with Virtual Phone Numbers

Get local, mobile, or toll-free virtual numbers from 100+ countries and track customer sentiment on every conversation. Calilio automatically analyzes customer emotions during calls and stores insights and call sentiment reports in the cloud for easy access anytime.

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Also, you can port your existing number to Calilio, and use the number for outbound calling —Port Your Number Now!

How to Get Call Sentiment Analysis Reports on Calilio?

As soon as a call ends, Calilio’s AI generates a detailed call report consisting of customer sentiment (positive, negative, or neutral)—along with the transcript, summary, reason, and conclusion of the call—in the callbox.

Moreover, from our advanced AI call analytics, supervisors and managers can filter calls by positive, neutral, or negative sentiment. It helps them monitor sentiment trends across calls and agents to review unhappy clients, coach agents, and track improvements over time.

Get Started

Step 1

Step 2

Purchase or port your number from the dashboard.

Step 3

Go to Settings > My Numbers and select the number.

Step 4

Toggle on Auto Transcription to allow AI processing of calls.

Step 5

Calilio records and transcribes the call, then detects customer sentiment.

Step 6

After a call ends, its sentiment is displayed in the AI-generated call report in the callbox.

Step 7

You can filter calls by positive, negative, or neutral sentiment from AI call analytics.

Voicemail Transcription

Convert voicemails into text and detect sentiment within messages. Businesses can measure caller mood even when live conversations don’t take place.

voicemail call transcription conversation summary

AI Call Reports

Every conversation generates an AI-powered report that includes transcripts, summaries, reasons, conclusions, and sentiment analysis. It gives managers a complete view of both what was said and how customers felt.

Call Transcription
Call Summary
Reason for Call
Call Conclusion

Call Transcription

Call Summary

Reason for Call

Call Conclusion

Call Recording

Review original call recordings with sentiment insights attached. It ensures full context when validating outcomes, addressing disputes, or improving agent performance.

What is Customer Sentiment Analysis?

Customer sentiment analysis is the process of identifying and evaluating emotions expressed during customer interactions. AI analyzes tone, keywords, and speech patterns of calls to detect whether conversations are positive, negative, or neutral.

In call centers and contact centers, sentiment analysis helps organizations measure customer satisfaction.

customer sentiment analysis dashboard showing positive, neutral, and negative sentiments

How Does AI Call Sentiment Analysis Work to Measure Customer Satisfaction?

Calilio uses natural language processing (NLP) and machine learning algorithms to analyze conversations in real time. The AI examines tone, word choice, and context to determine whether a caller’s sentiment is positive, negative, or neutral.

Call Ends: Every call is securely recorded on Calilio and converted into searchable text.
AI Analysis: The AI phone system reviews tone, speech patterns, and conversation flow.
Sentiment Detection: AI categorizes the interaction as positive, negative, or neutral.
Callbox Access: Users see the AI report for call sentiment analysis directly from the callbox.
AI Dashboard: Supervisors can review sentiment trends and filter calls by sentiment types.

sentiment analysis workflow showing positive, negative, neutral line charts

Benefits of Call Sentiment Analysis

AI-powered call sentiment analysis helps businesses understand what customers say and how they feel. By detecting emotions during conversations, Calilio enables teams to improve service, coach agents, and build stronger customer relationships.

Identify Unhappy Clients Early

Calilio’s AI-powered cloud phone system helps detect negative sentiment and take action to prevent churn and resolve issues.

Improve Agent Coaching

Enhance Reporting & Analytics

Boost Customer Retention

Who is Customer Sentiment Analytics For?

Real Estate

Law Firm

Healthcare

Finance

Education

Insurance

Nonprofits

Government

Hospitality

Retail & E-commerce

Restaurant

Automotive

Transportation & Logistics

Recruiters & Staffing Agencies

Construction

Marketing Agencies

Integrate Customer Sentiment Analysis with Your Business Tools

Calilio integrates seamlessly with your existing systems, making insights actionable across your organization. You can sync call sentiment data with CRMs, analytics, and workflow tools for a complete view of customer experience.

Zapier

Automation

Pipedrive

CRM

Pabbly Connect

Automation

LeadHeed

CRM

HubSpot

CRM

Salesforce

CRM

Mailchimp

Marketing

Krispchat

Sales Automation

Zendesk

Helpdesk

Request Integration

View all Integration

Keep in mind

Best Practices for Using Customer Sentiment Analysis in Call Centers

Businesses should enable sentiment tracking across all numbers, review insights regularly, and act on negative sentiment quickly.

Do’s

Identify call sentiment analysis of customers on all business numbers

Review sentiment trends in AI reports to spot unhappy clients and recurring issues.

Read the full transcript of the call for the full context of the complex issues.

Use sentiment data to coach agents on empathy and communication skills.

Dont’s

Don’t ignore negative sentiment—address dissatisfied customers promptly.

Don’t rely only on sentiment without checking transcripts or recordings for details.

Don’t treat all sentiments equally—prioritize urgent cases flagged as negative.

Don’t skip reporting—review sentiment analytics regularly to improve strategies and service quality.

Select Plan

Calilio’s Pricing Plans with Customer Call Sentiment Analytics

Calilio’s telephony solutions include customer sentiment analysis tools, so businesses of any size can track customer emotions and improve service quality. All our flexible and cost-effective VoIP plans are designed to provide you with sentiment analysis service to track satisfied customers and unhappy clients.

save 20% on Annual Plan

Standard Plan

$12
Per user/per month

$15 Save 20%

Ideal for solopreneurs, startups and small businesses venturing into affordable VoIP service.

Get Started with:

User Limit: 10
Free 1 Local Number
US or Canada
Call Recordings and Storage
Optional
Basic Realtime Dashboard

Premium Plan

$28
Per user/per month

$35 Save 20%

Leverage growing businesses and call centers with cost-effective VoIP solutions.

Everything in the Standard Plan, plus:

All Standard Plan Features
Unlimited Users
Advance Reporting
Coming Soon
Live Call Monitoring
Detailed Realtime Dashboard

Enterprise Plan

Custom

Comprehensive VoIP plan for unmatched communication solutions for large businesses and enterprises.

Everything in the Premium Plan, plus:

Queue Call Back
Coming Soon
All Call Strategy Features
Dedicated Account Manager
Phone and WhatsApp Support

Note: Your subscription only covers the plan and includes a complimentary $1 credit. Once this credit is used, you must load your wallet to make or receive calls/SMS. Phone numbers are billed separately. Please refer to the call and SMS rates for incoming and outgoing charges.

Q&A

Frequently asked questions

How do you analyze consumer sentiment?

Consumer sentiment is analyzed by tracking tone, keywords, and conversation patterns. Calilio’s AI automatically detects emotions in calls and categorizes them into positive, negative, or neutral for easy review.