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Sentiment Analysis for Voice & Text Interactions
A leading organization wanted to gain deeper insights into customer emotions expressed during live chats and phone calls to identify dissatisfaction early and improve service quality. Traditional quality monitoring was manual and limited, providing little emotional visibility into real customer experiences. iiT designed and implemented a real-time Sentiment Analysis System capable of analyzing both text and voice interactions, detecting emotional tone, and automatically flagging escalation risks. By integrating seamlessly with Zendesk and Genesys, the solution provided service leaders with live dashboards of customer sentiment trends, enabling proactive responses, faster recoveries, and emotion-driven coaching for frontline agents.
Achieving Intelligent Customer Insight Without Increasing Review Overhead
The iiT Sentiment AI solution delivered enterprise-wide emotional understanding without adding manual review processes or headcount. Built to process both text and transcribed voice data in real time, the system continuously analyzed customer interactions to classify emotions, detect dissatisfaction, and trigger automated escalation workflows. With Power BI dashboards and real-time alerts, management teams could monitor sentiment by product line, region, or channel, transforming subjective feedback into quantifiable business intelligence. This eliminated the need for random sampling reviews and provided a holistic, always-on view of customer satisfaction across every communication channel
Features & Capabilities
The iiT Sentiment Analysis System was designed to provide comprehensive emotional analytics, integrating advanced AI models with scalable data pipelines and interactive visualizations:
Delivering Measurable Business Impact
The deployment resulted in tangible and measurable outcomes across operational efficiency and customer experience:
âś… 92% accuracy in sentiment detection (Arabic & English)
âś… 20% increase in customer retention through proactive recovery
âś… 60% reduction in manual quality reviews via automated escalation workflows
âś… Real-time emotional visibility across chats and voice calls
The system transformed customer feedback into a powerful intelligence layer, enabling leadership to quantify satisfaction, detect risk trends instantly, and guide service improvement through emotion-based insights and data-driven coaching.
iiT Sentiment AI Delivery Framework
iiT delivered the Sentiment Analysis System through a structured and results-oriented framework that ensured technical excellence, measurable impact, and seamless enterprise integration.
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Data Integration & Preparation
The project began with connecting multiple data sources — including Zendesk chat logs and Genesys call recordings — into a centralized streaming pipeline. Data ingestion and transformation were handled using Kafka and Databricks, ensuring high throughput, secure handling, and scalable processing across all channels.
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Model Development & Optimization
iiT fine-tuned DistilBERT and RoBERTa for text sentiment detection, and combined them with Whisper ASR and a CNN-based tonal classifier for voice emotion recognition. The models were optimized for bilingual contexts (Arabic and English) and validated through real-world data, achieving over 92% accuracy in emotion recognition.
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Visualization & Automation
A Power BI dashboard was developed to visualize real-time sentiment scores, escalation alerts, and agent performance analytics. Automated escalation workflows reduced manual quality checks by 60%, while proactive detection of dissatisfaction led to a 20% boost in customer retention.