What is Sentiment analysis?

Estimating how a caller felt.

Sentiment analysis infers emotional tone from what was said and how it was said. On calls it is most useful in aggregate and over time — a rising share of negative calls about one topic is a signal worth acting on.

This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.

Post-call analysis

Reviewing what happened after a call ends.

CSAT

Customer satisfaction, usually a post-contact score.

Quality assurance

Checking that calls meet a standard.

Call operations

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Call routing Skills-based routing Warm transfer Cold transfer Handoff Escalation Queue Overflow After-hours answering Answering service Virtual receptionist Outbound dialling

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