SentiSum

SentiSum is a software company that analyses customer conversations for large businesses. Its platform reads every ticket, chat and call in full, without sampling, and points to the causes of complaints and repeat contacts.

What SentiSum offers

• Conversation analysis — machine learning and language processing applied to customer feedback from support tickets, surveys, reviews, social posts and CRM notes.
• Early Warning — flags unusual spikes in issues as they begin.
• Insights — answers plain-English questions about root causes and what each problem costs.
• Quality scoring — scores conversations for satisfaction and handling time without surveys.
• Kyo — an assistant layer on which these three agents are built.

Who it works with

The firm focuses on large businesses that hold big stores of customer data, including those that outsource customer service.

Key facts

• Security: SOC 2 Type 2, GDPR compliance, EU data residency and PII redaction
• Setup: says no taxonomy setup is needed
• Onboarding: starts with a review of a sample of the customer's real conversations