Know how every customer feels about you.
After every call, IBIOS AI reads the transcript of the recording from your existing phone provider (GoHighLevel) and classifies caller sentiment — positive, negative, neutral, frustrated, anxious, or urgent. A rolling trend on every customer profile shows you who is happy and who is heading for the door.
Results after every call. Churn risk alerts. Morning briefing integration. Manual override with audit trail.
The customer you thought was fine who cancelled without warning
A customer called three times over two weeks about their installation delay. Each call was handled politely. Each call ended without an escalation flag. On the fourth call, they cancelled the job and asked for their deposit back.
The frustration was there in the transcripts. But nobody read them. The signals were available — they just were not surfaced until it was too late.
IBIOS reads every transcript automatically. Frustration trends are surfaced in real time, not discovered retrospectively in a cancelled job report.
How does AI call sentiment analysis classify a call?
Calibrated for UK trade customer calls. Each label carries a specific meaning and drives different downstream actions.
Caller is engaged, satisfied, or enthusiastic. Strong purchase intent indicators often accompany positive sentiment.
Caller expressed dissatisfaction, disappointment, or complaint. Triggers priority review flag for management.
Routine informational call with no strong emotional signals. Standard follow-up applies.
Caller showed signs of frustration — repeated questions, raised pace, explicit expressions of dissatisfaction. Churn risk flag.
Caller expressed concern or worry, often about timing, installation disruption, or budget. Needs reassurance follow-up.
Caller indicated time pressure — deadline, insurance claim, temporary accommodation. High priority callback opportunity.
What can you do with call sentiment data?
Sentiment on its own is interesting. Connected to actions and trends, it changes how you manage your business.
Spot churn before it happens
A customer trending from positive to frustrated across three consecutive calls is showing you a problem before they cancel. Sentiment trends surface these patterns early enough to act.
Identify your hottest leads
Positive + urgent sentiment on a first enquiry is a high-purchase-intent signal. IBIOS flags these callers in the morning briefing as hot leads to prioritise that day.
Escalate the right calls
Frustrated or anxious sentiment triggers a manager notification automatically. Your team does not need to read every transcript to know which calls need a senior follow-up.
Measure team performance objectively
If calls handled by a specific staff member show a consistently higher rate of frustrated outcomes, that is a coaching signal. Sentiment data provides objective ground truth beyond gut feel.
From call end to sentiment, automatically
Call ends
The call recording made by your existing phone provider (GoHighLevel) is submitted to the transcription pipeline. No manual action required from staff.
Transcript generated
Speech-to-text converts the call audio to a time-stamped transcript.
AI sentiment analysis
The IBIOS AI reads the full transcript and classifies the dominant caller sentiment. Edge cases default to neutral.
Customer record updated
Sentiment label is written to the call record. The customer signal strip updates with the new data point. rolling trend recalculates.
Alerts fire if needed
Frustrated or anxious classifications trigger manager notifications if configured. Urgent classifications surface the customer in the morning briefing hot leads section.
Questions about AI call sentiment analysis
What is call sentiment analysis?
Call sentiment analysis is the process of reading a call transcript after the conversation ends and classifying the emotional tone of the caller. IBIOS uses AI to extract one of six sentiment labels from every call: positive, negative, neutral, frustrated, anxious, or urgent. These labels are stored on the call record and used to power per-customer sentiment trends, morning briefing churn alerts, and staff escalation notifications.
How accurate is AI sentiment detection?
Sentiment accuracy depends on transcript quality, which is determined by the quality of the call recording and transcription. Clean transcripts give the most reliable classifications. The system is calibrated for the language patterns typical of UK trade enquiries — including the polite British tendency to express frustration indirectly. Borderline cases default to neutral rather than making a strong incorrect classification.
How long does sentiment analysis take after a call ends?
Sentiment analysis runs as part of the post-call processing pipeline. Transcript generation and sentiment classification run automatically once the call ends. The sentiment label is then immediately available on the call record and reflected in the customer’s signal strip. Staff do not need to wait for a batch process or overnight refresh.
Can I see sentiment trends over time?
Yes. Each customer profile in IBIOS includes a rolling sentiment trend chart on the signal strip. You can see at a glance whether a customer’s calls have been consistently positive, are trending towards frustration, or have a single negative outlier. The trend is calculated from all calls in the window, weighted by recency. A customer moving from positive to frustrated over three calls is a clear churn risk signal.
Does sentiment analysis work for all call types?
Yes. Sentiment is extracted from any call with a usable transcript — inbound enquiries, outbound follow-ups, supplier calls, and customer service calls all generate sentiment data. You can filter the sentiment view by call direction (inbound/outbound) and call type to focus on the signals that matter for a specific context.
How is sentiment used in the customer profile?
The customer profile signal strip shows the most recent sentiment label and the rolling trend. Staff can see immediately whether this is an easy conversation or one that needs care. The AI morning briefing uses sentiment trends to surface churn risk customers — those who have been trending negative over the past week. Escalation workflows can be configured to notify a manager when a customer receives a frustrated or anxious sentiment classification.
Can I manually override a sentiment classification?
Yes. Staff can manually override the AI-assigned sentiment label on any call record if they believe the classification is wrong. The override is logged in the audit trail alongside the original AI label. Manual overrides are fed back to improve future sentiment calibration for your specific customer base and call patterns.
Which IBIOS product line includes AI call sentiment analysis?
AI call sentiment analysis is part of the IBIOS Call Intelligence product line. It is built for showroom retailers and kitchen retailers and fitters. See also: AI coaching (coming soon).
IBIOS (Integrated Business Intelligence & Operations System) is made by IBIOS Limited (NI743167), Northern Ireland. Access is by waiting list; there is no free trial.
Know how your customers feel after every call.
Six sentiment labels, rolling trends, and churn risk alerts, powered by AI after every call.