AI Powered Home Screen Widget: Strong Customer Emotions

You can now use this AI-powered widget to get a quick look at hot points within your most emotionally charged conversations. This layout lets you instantly see what’s causing frustration or confusion without having to read the entire transcript. As a bonus, we’ve highlighted messages with Praise as well, to help you catch standout service and what’s landing well with customers.

Why we built it

Behind the scenes, our emotion analysis is the same as before. But we wanted to make it work harder and go a step further to amplify the voice of your customers, pinpointing the most critical ones to take action on.

Our AI-powered emotion detection is still tuned to analyse customer service data. It already replaces some manual efforts by intelligently recognising language patterns and looking for signals in customer interactions, sentence by sentence, and flagging those in the system with our Emotion icons.

However, in a 28-minute customer call tagged as frustrated, it was hard to find where the frustration was and what was causing it.

With our new Strong Customer Emotions section, we’re pulling out and highlighting some of these actual messages on the Home screen to reveal how people feel about your products, processes, or services today, yesterday, and the past week. You can use the filters at the top of the Home screen to narrow this further and see how people are feeling by brand, topic, language, market, etc.

This helps you spot recurring high-priority issues sooner, and gives you a clearer view of how your customers are feeling without reading entire transcripts to find the confused or frustrated sections.

Features

• Switch emotion tabs: Frustrated • Confused • Praiseful.
• Filter with your usual presets and time period at the top of the Home screen.
• Click any sentence to open the interaction modal to that conversation – we’ll jump to that exact line and highlight it in context. Pan through the other highlighted conversations, or dive into that one further.
• Click on a customer’s name to open their Customer Overview in a new tab and get a summary of all their interactions with your brand.
• Explore → opens the Explore page with all interactions pre-filtered to the selected emotion.

Why it’s useful

• Spot the hottest items first: See the strongest emotion signals at a glance without manual tagging.
• Scan faster: Sentence highlights show why a conversation is ranked and where to focus.
• Act in context: Jump straight into the exact point in the interaction, or open the customer overview to follow up.

Where to find it

On the Home screen, the new Strong Customer Emotions feature is next to the Active Customers widget. Users with the existing View Customer Insights permission (which gives you access to the Customer Overview and Frequent Customers pages) will have immediate access from today.

To check which users in your organisation have access, go to Settings > Roles & Permissions and scroll down to View Customer Insights.

Please contact your Customer Success Manager if you have any questions about this feature.