The Customer Support Sentiment Analysis Agent, developed by ZBrain, helps organizations uncover insights hidden within large volumes of customer support interactions. Support teams manage thousands of conversations across chat, email and phone, but the valuable feedback buried in these exchanges often goes unanalyzed. This creates blind spots where early signs of dissatisfaction or recurring issues are missed, limiting opportunities to improve the customer experience.

The agent addresses this challenge by continuously analyzing support transcripts and categorizing them through sentiment-driven reporting. Using large language model (LLM) capabilities, it interprets tone, emotion and context to surface key themes – ranging from recurring product complaints to moments when service exceeds expectations. Unlike keyword-based analysis, it can detect frustration, urgency or satisfaction even in subtle expressions, providing a more accurate and nuanced understanding of customer sentiment.

The result is a sharper understanding of customer sentiment that drives proactive improvement. Organizations can identify issues before they escalate, coach support agents with sentiment insights and continuously refine service delivery. By transforming fragmented conversations into structured intelligence, the Customer Support Sentiment Analysis Agent reduces churn risk, builds loyalty and equips teams with a real-time pulse on the customer experience.

Customer Service

Customer Support Sentiment Analysis Agent

Transforms unstructured customer interactions into real-time insights that cut churn and elevate the customer experience.