Datasphera

Customer support teams often miss the moment when customers become dissatisfied. They are generally overwhelmed by conversations that they are unable to qualify and monitor in real-time. They don't react immediately to customer distress since they make late escalation of customer complaints and delayed collection of customer satisfaction metrics. Datasphera builds Exacctly Platform to monitor conversations between customers and support agents and detect situations (like urgency, requests, dissatisfaction,...) and emotions (like happiness, anger, distress,...). It enables service teams to quantify customer satisfaction and offer real-time actions (Automated alerts on critical issues, ticket escalation, agent assistance to reply).