Trigger conditional flows and steer user-bot conversations with sentiment analysis and tone processing. Bots built with Kore analyze the emotional state of users and callers and model their response to provide excellent service.
Why businesses need emotionally-aware chatbots
Although many brands are looking to replace, or at least augment, their traditional call center experience with emerging technologies such as bots, they don’t want to lose that human touch. Sentiment analysis allows bots to ‘understand’ the mood that the user is in by deciphering verbal and sentence structure clues. Bots can handle the happier customers themselves while transferring the unhappier customers to human agents.
Kore’s NL engine parses user utterances for specific words, phrases, and modifiers, such as connotation and word placement, that typically correspond to different emotional states. Our engine then generates – in real-time – average tone scores that are used to assess user input, trigger custom flows, bring in human agents, and steer conversations.