MoodMetric-Audio Sentiment Analysis for Real‑Time Customer Support

 

 

     A healthcare provider integrates audio sentiment analysis into its customer‑support call center. As customers speak, the system analyzes vocal cues—tone, pitch, energy, pauses, and stress markers—to infer emotional states such as frustration, confusion, or satisfaction. When rising frustration is detected, the system alerts the agent’s dashboard and suggests de‑escalation steps or routes the call to a senior specialist. Supervisors receive aggregated sentiment trends to identify systemic issues (e.g., billing errors causing spikes in negative sentiment). This improves customer experience, reduces call handling time, and enables proactive

 service recovery.