Keyword and Sentiment Analysis
Keyword and Call Sentiment Analysis is a Microsoft Teams AI-powered feature that automatically analyses customer conversations to identify important topics, track emotional tone, and uncover valuable insights from every interaction. This technology changes raw conversation data into actionable insights that ensure compliance and optimise sales performance.
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How Keyword and Sentiment Analysis Works
Keyword and Sentiment Analysis uses artificial intelligence (AI) and natural language processing (NLP) to examine Microsoft Teams calls and conversations in real time. The tool transcribes voice conversations into text using advanced speech recognition technology. It then analyses the transcription to identify specific keywords, phrases, and topics.
The call sentiment analysis algorithms evaluate the emotional tone of conversations by examining word choice, phrasing patterns, and contextual cues. It assigns sentiment scores indicating whether interactions are positive, negative, or neutral. Advanced systems can even track how sentiment changes throughout a conversation. This technology integrates natively with Microsoft Teams and works in the background without requiring manual intervention.
Benefits of Keyword and Sentiment Analysis
Implementing keyword and call sentiment analysis delivers the following advantages:
Proactive Issue Detection
The tool automatically identifies calls where customers express frustration, dissatisfaction, or anger. It alerts to high-risk conversations in real-time, helps intervene before situations escalate, and prevents negative reviews, customer churn, and reputational damage.
Enhanced Quality Assurance
It moves random call sampling to comprehensive quality monitoring. Automatically flag conversations that mention specific topics, fail to follow scripts, or exhibit poor sentiment scores. This enables call centre managers to focus review efforts on calls that truly need attention rather than manually listening to hundreds of recordings.
Competitive Intelligence
The Keyword and Sentiment Analysis tool tracks mentions of competitors, alternative products, and market trends in customer conversations. It understands what customers are saying about your offerings compared to others in the market. This intelligence informs product development, marketing strategies, and competitive positioning.
Compliance Monitoring
It helps check and ensure agents consistently deliver required disclosures, follow compliance scripts, and avoid prohibited language. The Keyword and Call Sentiment analysis tool automatically detects when required phrases are missing from conversations or when agents use language that could create regulatory risk. This is useful to the financial services organisations and other heavily regulated industries.
Sales Performance Optimisation
The system identifies which phrases, approaches, and techniques drive successful sales outcomes. It also analyses sentiment patterns in won versus lost opportunities to understand what resonates with customers. The organisations can use these insights to refine sales scripts, improve training programmes, and boost conversion rates.
Customer Insights and Trends
You can discover emerging issues, frequently asked questions, and changing customer needs by analysing keyword trends over time. It is easy to understand what customers care about most and adjust your products, services, or communication strategies accordingly. This insight drives continuous improvement and helps maintain a competitive advantage.
Key Features of Keyword and Sentiment Analysis
Real-Time Sentiment Monitoring
It’s easy to track emotional tone as conversations unfold, enabling supervisors to identify struggling agents or upset customers who need immediate attention. You can view sentiment timelines that show exactly when a call turned positive or negative.
Customisable Keyword Libraries
This defines specific keywords and phrases relevant to your business, like product names, competitor mentions, compliance terms, or service issues. You can create custom alerts that notify managers when important keywords appear in conversations. This ensures critical topics receive prompt attention and appropriate follow-up.
Comprehensive Call Transcription
Users can convert every recorded call into searchable text transcripts. This makes it easy to review conversations, search for specific topics, and analyse communication patterns across your entire call history. The call transcriptions also improve accessibility and support detailed documentation requirements.
Automated Call Categorisation
The Keyword and Sentiment Analysis tool automatically tags and categorises calls based on detected keywords and sentiment. It creates group conversations by topic, product line, issue type, or outcome. This organisation makes it simple to analyse trends, measure performance by category, and route follow-up actions to appropriate teams.
PCI-DSS Compliant Payment Redaction
It protects sensitive financial information by automatically redacting credit card numbers, CVV codes, and other payment details from call transcriptions and recordings. This ensures compliance with payment card and relevant industry standards.
Sentiment Visualisation and Reporting
Businesses can view sentiment trends through intuitive charts, graphs, and heatmaps. They can also track how sentiment varies by time of day, agent, product line, or customer segment. It generates reports that highlight areas of concern and opportunities for improvement.
Setting Up Keyword and Sentiment Analysis
Implementing Keyword and Sentiment Analysis for Microsoft Teams through Com2 Communications is easy:
Define Your Analysis Goals
Com2’s communication experts identify which keywords, topics, and sentiment patterns matter most to your business. Whether it’s compliance monitoring, sales optimisation, or quality assurance, we’ll configure the system to meet your specific needs within the Microsoft Teams environment.
Integrate with Microsoft Teams
Com2 Communications seamlessly integrates Keyword and Sentiment Analysis with your Microsoft Teams infrastructure. The integration captures all relevant calls and routes them through the AI analysis engine.
Configure Keyword Libraries and Alerts
We help build custom keyword libraries that reflect your business terminology, compliance requirements, and strategic priorities. Then, we set up automated alerts that notify appropriate staff when specific keywords or sentiment thresholds are detected.
Train Your Team
Our team educates managers and supervisors on interpreting sentiment scores, responding to alerts, and using insights to drive improvement. We train them on how conversations are analysed and how they can improve their communication to deliver better customer experiences.
Transform Customer Interactions with AI-Powered Analysis
Unlock the full potential of your Microsoft Teams conversations with Com2’s Keyword and Sentiment Analysis solutions. Request a free quote today and discover how AI-powered conversation analysis can transform your Microsoft Teams communications. Contact Com2 now!