What it is
SentiSum is an AI support analytics and voice-of-customer platform.
What you'd use it for
You would use SentiSum to understand your support volume: it auto-tags tickets, surfaces the themes behind contacts, and gives early churn alerts.
Examples of use
A CX lead wants to know what customers are writing in about. SentiSum auto-tags the support tickets so the picture is clear.
Ticket volume rises and no one is sure why. SentiSum surfaces the themes behind the increase.
A customer's tickets start turning negative. SentiSum sends an early churn alert before they leave.
A CX team is guessing at why support volume is what it is. SentiSum gives them a clear read on it.
A team has been tagging tickets by hand. SentiSum replaces that with automatic categorisation.
A recurring problem keeps generating tickets. SentiSum feeds the theme back to product so the problem gets fixed.
How it works
SentiSum applies AI tagging and theme detection to support tickets and conversations. Detailed model architecture is not publicly disclosed.
How it compares
SentiSum sits near Loris: both analyse why customers contact support. SentiSum is the lighter, SMB-facing option.
What others say
A support analytics vendor for smaller teams. No formal analyst evaluation was found.