Every formal complaint was a conversation that could have been saved. The emotional signals that predict a complaint appear minutes before the customer reaches the point of no return. Sentient Machines surfaces them in real time.
A customer who is about to complain doesn't suddenly snap. Their frustration builds across the call. Their language becomes more formal. Their tone shifts. They start repeating themselves. These signals appear, on average, three to five minutes before the customer escalates or the call ends badly.
Without the technology to detect them, supervisors cannot intervene in time. The conversation ends. The customer complains. The FOS referral arrives. And nobody ever hears the call that started it all because it was in the 96% that never got reviewed.
Every formal complaint
began as an emotion.
That emotion was detectable
early enough to change the outcome.
We built the technology
to do exactly that."
The engine detects the emotional sequence that predicts a complaint and alerts the supervisor while there is still time to act. Post-call, it analyses patterns systematically so the root causes can be addressed structurally.
This technology is extremely valuable,
both in terms of enabling companies
to better understand their customers,
and to ensure that automation is not delivered
at the expense of customer experience.
The engine surfaces complaints before they become formal, gives supervisors time to intervene, and identifies the root causes driving repeat escalations.
Complaint prediction and root cause analysis reduce the volume of repeat contacts and help fix the processes generating disproportionate complaint volumes.
FOS referral risk scoring identifies the interactions most likely to be upheld, enabling prioritised review and intervention before the referral is made.
Share a sample of your customer interactions and we will show you what the engine finds in your own conversations, typically within 24 hours. Or calculate your escalation exposure in our ROI calculator.
A peer conversation about the commercial and reputational case for complaint reduction, and what Sentient Machines can realistically deliver in your specific environment.
For CCOs, COOs, Heads of Customer Experience and board-level stakeholders. Come as you are.
Request your first Board insightShare a sample of your contact centre interactions and we will return a real analysis showing escalation probability scores, emotional trajectory patterns and identified root causes.
For heads of complaints, QA managers, contact centre leads and customer experience teams.
Request your first QA/Complaints/Contact Centre insight