A frustrated customer can't wait. With Sentiment Analysis, they won't have to.
Every customer deserves a fast reply, but the angry ones have far less patience. If you don't want to risk a negative review, a complaint, or losing a buyer for good, you need to act fast. Sentiment Analysis AI in Responso automatically detects the emotional tone of every message and lets you take care of difficult customers first – before the situation spirals out of control.
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Meet AI Sentiment Analysis by Responso
Enable Sentiment Analysis in settings
Turning on Sentiment Analysis in Responso takes a single click. From that moment on, every new message is analysed the instant it arrives – no additional configuration needed. In the Responso inbox, each thread receives a sentiment label displayed as an emoji. An agent scanning the queue can see the customer’s mood on every case before even opening it. If needed, they can change the label manually at any time.
Connect sentiment to Automated Actions
In the Automated Actions tab, create a rule with the condition: sentiment = negative → action: set status to Urgent. From that point on, frustrated customers automatically move to the top of the queue with no manual intervention. You can also set up additional actions – such as assigning the case to an experienced agent or sending an internal notification to a supervisor.
Track customer sentiment in Reports
The Responso Reports module includes a dedicated sentiment report – a view showing the distribution of tickets by emotional tone over any time period you choose. You can track how customer mood shifts over time and how it responds to changes in your product range, returns policy, or service quality.
Without Sentiment Analysis, you're taking risks
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67%
of customers who had a bad service experience shared it with others. One ticket handled too late can cost you not just one, but many potential customers.
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83%
of customers say they feel greater loyalty towards a brand that responded to their complaint and resolved it effectively.
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73%
of customers expect brands to understand their individual needs and emotions. A customer who writes in frustration and receives a standard, calm reply feels like nobody is listening.
What do you gain with Sentiment Analysis AI from Responso?
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Frustrated customers reach the top of the queue before they escalate
Customer frustration grows with every minute of waiting. Sentiment Analysis AI lets you automatically assign higher priority to messages from customers with a negative tone – and attend to them first. Not because they’re more demanding, but because a fast reaction to negative sentiment genuinely reduces the risk of escalation, bad reviews, and losing the customer.
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Agents know what to expect before they read the message
The sentiment emoji on every conversation is a clear signal for a team member scanning the inbox for the most urgent messages. It means they approach a case with negative sentiment differently than a neutral question about product availability. It’s a small detail that changes the entire approach to a conversation – and often determines whether the situation can be defused from the very first line.
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Automations that respond to emotions, not just words
Combined with Automated Actions in Responso, sentiment becomes a trigger. Negative sentiment → status set to Urgent. Positive sentiment after a case is resolved → an automated review request. You can design service flows that respond to how the customer feels, not just what they wrote.
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Reports that show which moods dominate among your customers
Responso collects sentiment data on all tickets and presents it in the Reports module. You can track how customer mood shifts over any time period – did negative messages increase after a new product launch? Are customers writing more calmly after a change to the returns policy? Sentiment is a single indicator of both service quality and product quality.
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Works straight away
Sentiment Analysis AI is activated in company settings with a single click. No configuration, no custom category definitions, no model training required. AI starts analysing every new message immediately – and becomes more accurate with every use.
FAQ
Frequently asked questions
Sentiment analysis is a feature that automatically recognizes the emotional tone of a customer’s message – whether they’re writing calmly, neutrally, or are upset. The recognized sentiment appears in the inbox as an emoji, so you can immediately see which tickets are “hot.” It’s a tool for managing emotions in customer service and prioritizing your workload.
Artificial intelligence analyzes the content of a message and classifies its emotional tone. Instead of your team having to read through every ticket, they get a ready-made signal showing which customer needs a calm, standard response and which needs urgent, careful attention. The result is visible directly next to the ticket.
Responso assigns messages a sentiment from a list available in settings – ranging from promoting and positive, through neutral, to negative, threatening, or urgent. This makes it easy to tell a satisfied customer apart from one writing out of frustration right in the inbox. The recognized sentiment is signaled with an emoji, so it’s clear at a glance.
Sentiment lets you prioritize and handle your most upset customers first, before their frustration grows. An angry buyer needs a more urgent response than a calm one, and their dissatisfaction grows with every minute they wait for a reply. Handling these tickets first meaningfully reduces the risk of escalation and negative reviews.
That’s up to you – sentiment can be assigned manually by an employee, or automatically by artificial intelligence. You choose this in settings, exactly the same way as with context reading. Even with automatic handling turned on, you can always correct any sentiment later.
Go to settings and open the “Message sentiment” tab, then select for sentiment to be managed by AI. From that point on, every first message in a ticket automatically gets a recognized sentiment. This setting works just like context reading.
No – sentiment analysis is only performed for the first message and doesn’t change dynamically as the conversation continues. If the mood of the conversation shifts, you can always correct the sentiment manually in that ticket’s settings. This is a deliberate design choice: sentiment shows the attitude the customer had when they first reached out.
Sentiment is visible directly in the inbox as an emoji next to the ticket. This means that when scanning your message list, you immediately spot the ones needing urgent attention, without opening each one individually. It’s a visual shortcut that speeds up triage.
Yes, you can build automations based on sentiment and use that to create different scenarios for messages on different topics – for example, routing them to different employees, varying autoresponder content, assigning different statuses, and so on.
Yes. When sentiment is managed by AI, you can set up an automatic action that assigns a ticket the status “Urgent” as soon as negative sentiment is detected. The toughest cases then jump straight to the top of the list on their own, before anyone has a chance to forget about them. It’s a combination of emotion analysis with real queue automation.
Yes. The analysis is based on natural language understanding, so it recognizes emotional tone regardless of the literal wording of the message. This matters for cross-border sales, where requests come in in different languages.
Sentiment analysis is a feature available on every paid Responso plan.
Take care of the frustrated customer before the conflict escalates.
Enable Sentiment Analysis AI in Responso and handle difficult customers before things get out of hand. No credit card required. Setup takes literally a moment.