Across the platform Sentiment analysis

Know how your customer feels in every conversation

OneMarketer’s sentiment analysis reads 100% of your interactions and alerts you when a customer is at risk, in time to step in.

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Know how your customer feels in every conversation

We have advised major brands in 16 countries

  • Abbott
  • AFP Capital
  • AFP Habitat
  • Avon
  • Banco General
  • Banco Promerica
  • Caja Los Andes
  • Cargo Expreso
  • Castaño
  • Cencosud
  • Chilexpress
  • Claro
  • Coca-Cola Andina
  • D&C
  • Econorent
  • Entel
  • Froneri
  • Global Bank
  • Izipay
  • LATAM Airlines
  • L'Oréal
  • Mallplaza
  • Manpower
  • Niu
  • Posadas
  • RAC Asistencia
  • Ripley
  • Simmons
  • SMU
  • SURA
  • Telefónica
  • Transbank
  • Tur-Bus
  • Universidad de Las Américas
  • Universidad Tecnológica del Perú
  • Vivo
  • WOM

Why measure your customers’ sentiment

  • Step in on time

    Automatic alerts when an interaction crosses the negativity threshold you set.

  • Quality at scale

    Analyze 100% of interactions, not just the ones a supervisor manages to review.

  • Find the problem

    By agent, channel, hour or inquiry type, precise enough to act on.

  • Data-driven NPS gains

    Correlate negative sentiment with business metrics to prioritize changes.

How it works

  1. 1

    Every conversation is analyzed

    AI automatically classifies each interaction across all your channels.

  2. 2

    The alert fires

    If negative sentiment crosses your threshold, the team is notified in real time.

  3. 3

    Someone acts

    A supervisor or agent steps in before the customer walks away.

  4. 4

    You improve

    Patterns by agent, channel and hour guide training and process changes.

Features

  • Automatic classification

    Positive, neutral or negative on every interaction, with no manual review, at massive scale.

  • Real-time alerts

    Instant notice when the threshold is crossed and a customer is at risk.

  • Patterns by agent

    See where dissatisfaction concentrates by agent, channel and time of day.

  • Trends vs. KPIs

    Relate sentiment to retention and conversion over time.

  • Every channel

    WhatsApp, webchat, social media and email analyzed with the same criteria.

  • In your Dashboard

    Results feed your dashboards alongside wait time, AHT, NPS and surveys.

Use cases

  • Banking

    Customers at risk of churning during critical requests.

  • Telecommunications

    Dissatisfaction patterns in technical complaints.

  • Retail

    Alerts on delivery or product return issues.

  • Healthcare and education

    Monitoring of remote care and enrollment processes.

Frequently asked questions

Does it analyze every conversation?

Yes. It classifies 100% of interactions, not a sample.

Can I set when an alert fires?

Yes. You configure the negativity threshold and who gets notified.

Which channels does it work on?

The channels connected to the console: WhatsApp, webchat, social media and email, among others.

What impact can I expect?

By stepping in on time, customer churn can drop by up to 25% and NPS can rise by up to 20%.

Related products

Listen to every customer, not just a sample

We’ll show you sentiment analysis on real conversations from your operation.

Request your demo