Understanding How Sentiment Scores Help Improve Your Customer Service

Do you ever wish you could get an easy “vibe check” with your call records? Maybe you’re on the run or in a meeting, and you don’t have time to read a transcript or summary. But you still need to know how the call went – if it’s an unhappy customer, a hot lead, or something you don’t have to worry about. 

We saw this problem in action repeatedly. You can’t guarantee calls will come through when you’re available to take them. Your receptionists will answer, transfer, take messages, and intake your callers while providing them with excellent experiences, but you have to prioritize.  

That’s where Abby AI Sentiment Scores come in!  

What are Sentiment Scores 

Sentiment scores are automatically generated call tags. They’ll label all your calls as negative, neutral, or positive based on language indicators within the call.  

These tags are designed to: 

• Give you an easy at-a-glance insight into call sentiment 
• Empower you to identify sentiment trends 
• Help you flag priority communications 
• Enhance your customer service experiences 
• Help you repair relationships and reduce potential revenue loss 

Sentiment Scores are visible within the Abby Portal and the AbbyGo app. You can see them directly in your call log. 

AI and Human Expertise Together 

At Abby Connect, we are dedicated to facilitating real human connections in an increasingly disconnected world. Every Abby client gets a dedicated team of trained virtual receptionists who manage your call handling – helping you impress clients and capture business. 

Our AI feature set, including Abby Human Intelligence, AI Call Transcripts, AI Call Summaries, and Sentiment Scores, is designed to take our human receptionist to super-human levels. You get all the benefits of real people making real connections, with increased efficiency, reduced human error, and technological enhancements.  

It has never been so easy to impress your callers and grow your business with a virtual receptionist service. 

Learn More about Abby Intelligence