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LIVE CHAT WITH SENTIMENT ANALYSIS

Sentiment your agents can act on, not just report on.

Sentiment your agents can act on, not just report on.

Sentiment your agents can act on, not just report on.

Real-time scoring at every conversational turn, surfaced inside the Live Agent Assist workspace your agents are already working in, with per-queue control and the same governed knowledge layer that powers the rest of Encore.

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HOW IT WORKS

Per-turn scoring, in the same view as the chat.

Per-turn scoring, in the same view as the chat.

Per-turn scoring, in the same view as the chat.

Most sentiment products give your live agent a verdict at the end of an interaction. Live chat with sentiment analysis gives the agent the conversation's trajectory while it is still unfolding, so they can see where the customer started, where they are now, and where the conversation is heading — all in the same workspace where the chat is happening.

Scored at every turn

Sentiment is recalculated at every conversational exchange rather than once at the end, so the agent sees the trajectory of the interaction as it develops. The customer might start at +1, drop to -2 after the policy explanation, and drop further to -3 after the price disclosure. The pattern becomes visible while the agent can still act on it rather than after the conversation has ended.

A scale the agent can read at a glance

Sentiment is scored on a -5 to +5 scale with a clear label at each score — Slightly Dissatisfied, Neutral, Positive — and a visual indicator showing exactly where the conversation sits. The resolution is high enough for the agent to course-correct meaning fully, but the interface is simple enough that no one needs a training session to interpret what they are seeing.

Inside the chat workspace

The sentiment score appears in the same view where the agent is handling the conversation, which means there is no second window to manage, no separate dashboard to check, and no tool the agent has to switch into. The agent reads the score the same way they read the customer's last message — by glancing at it.

What outcomes can enterprises expect?

Deployments running the full Live Agent Assist toolkit deliver a 65% reduction in call volume escalation, a 50% reduction in handling time, and an 80% first-contact resolution rate. Sentiment analysis contributes to those outcomes by giving the agent the signal to act before the conversation breaks down.
PART OF THE LAYER

Sentiment is the signal. The rest of Live Agent Assist is what your agents do with it.

Sentiment is the signal. The rest of Live Agent Assist is what your agents do with it.

Sentiment is the signal. The rest of Live Agent Assist is what your agents do with it.

Sentiment scoring on its own is useful, but sentiment scoring inside an integrated assist layer is what actually moves the metrics. Live Chat with Sentiment Analysis is one capability inside Live Agent Assist's AI-augmented agents toolkit, alongside response generation, conversation summaries, live translation and more — all of them reading from the same governed Encore knowledge layer underneath.

Sentiment + Response Generation

When a customer's sentiment score drops, your live agent already has governed response options on screen, drawn from the knowledge layer. The signal that the conversation is breaking and the action to recover it both live in the same view, so course-correction is one click away rather than a tool-switching exercise.

Sentiment + summaries

When an agent inherits a chat or ticket mid-stream, the conversation summary lands alongside the current sentiment score, so the agent starts with full context — what the customer wants, where the conversation stands, and what has already been tried. The agent begins informed rather than catching up.

Same governed knowledge layer

Every AI capability in Live Agent Assist reads from the same Encore knowledge layer that powers your customer-facing AI, which means the agent and the AI are always working from the same source of truth. The audit trail is consistent regardless of which capability surfaced the answer to the customer.
Response Generation
HOW REAL-TIME SENTIMENT ANALYSIS WORKS

What it actually is, and what most products get wrong.

What it actually is, and what most products get wrong.

What it actually is, and what most products get wrong.

A real-time guide for customer conversations

Real-time sentiment analysis is AI that scores how a customer is feeling at each moment of an active conversation rather than after it ends. The agent who can see sentiment during the interaction has the opportunity to recover it, while the agent who reads about it in tomorrow's report does not. Most contact center platforms ship sentiment as a reporting feature, which is why so many sentiment dashboards go unread: they describe what happened rather than informing what is happening now.

How Live Agent Assist scores sentiment

AI calculates a score on a -5 to +5 scale at each conversational turn, reflecting how satisfied the customer appears in that moment, with a clear label and a visual indicator showing where the conversation sits. The agent sees both the current score and the conversation's trajectory across the exchange.

Where sentiment analysis fits inside Live Agent Assist

Sentiment is one part of an integrated AI-augmented agents layer rather than a standalone product, which is what makes it useful in production. The same workspace surfaces response generation suggestions and conversation summaries alongside the sentiment score, all reading from the same governed Encore knowledge layer. The agent works from one view rather than multiple.

FAQ

FAQ

FAQ

Common questions about Live Chat with Sentiment Analysis.

What is real-time sentiment analysis in customer service?

Real-time sentiment analysis is AI that scores customer sentiment at each turn of an active conversation, surfaced in the agent's view while the chat is happening. The distinction from most sentiment products is that this is a signal the agent can act on during the interaction rather than a report the team reads after the customer has already left.

How is this different from sentiment reporting in my CCaaS or CRM?

Most CCaaS and CRM platforms ship sentiment as post-interaction analytics, scoring yesterday's interactions overnight and surfacing the results in a dashboard the next day. Live Chat with Sentiment Analysis scores the conversation in real time, at every turn, inside the same workspace where the agent is handling the chat, so the agent sees the score while they still have time to do something about it.

Can sentiment analysis be enabled on specific queues only?

Yes. Sentiment analysis is configurable per queue, so ops can enable it on the queues that carry the highest stakes — cancellations, complaints, account changes — and hold off on lower-stakes queues until the team is ready to extend. The deployment matches your operational priorities.

Does the sentiment score work in tickets as well as live chat?

Yes. Sentiment is scored in both live agent chats and in ticket conversations, with the same per-turn scoring and the same visual indicator across both channels. The capability and the workspace are the same regardless of whether the interaction is happening in real time or asynchronously through tickets.

What scoring scale does Live Agent Assist use for sentiment?

A -5 to +5 scale, with a clear label at each score — Slightly Dissatisfied, Neutral, Positive, and so on — and a visual indicator showing exactly where the conversation currently sits. The scale gives the agent enough resolution to see the direction of the conversation without requiring interpretation.

Does sentiment analysis work alongside the other AI capabilities in Live Agent Assist?

Yes. Sentiment analysis is part of Live Agent Assist's AI-augmented agents toolkit, alongside response generation, conversation summaries, live translation and more. All capabilities surface in the same workspace and read from the same governed Encore knowledge layer, so the agent sees the signal, the suggested action, and the conversation context together rather than across disconnected tools.

How long does it take to deploy Live Chat with Sentiment Analysis?

Live Chat with Sentiment Analysis runs inside the same Live Agent Assist environment your team is already using, which keeps the deployment path short. Production-ready in days, not months, with the broader Encore platform delivering up to 75% faster deployment than alternatives.

DEPLOY IN DAYS

For enterprises shaping customer experience.

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