AI Customer Service Powered by Interaction Insights and Performance Monitoring

Sense analyses every customer call, message, and email to measure quality, compliance, sentiment, and empathy in real time.  It helps contact centre teams improve faster, make more confident decisions, and deliver better customer experiences.

Automated QA | Sentiment & Empathy Analysis | Auto-Tagging | Real-time Coaching

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Sense Overview: AI Tools for Customer Service

Sense is an AI-driven quality assurance and performance platform built for contact centres, sales teams, and service operations.  It evaluates every conversation, identifies opportunities for improvement, and provides the insight managers need to make informed, confident decisions.

By analysing 100% of interactions instead of a small sample, Sense replaces manual QA with automated, consistent scoring and feedback.  It helps businesses enhance compliance, evaluate sentiment and empathy, support coaching, and strengthen customer relationships, all while saving time and improving service accuracy.

Full-call analysis | Real-time scoring | Sentiment & empathy measurement | Actionable reporting

Companies Using Our AI Tools

We are committed to delivering measurable value, sustainable growth, and exceptional support for every client we work with.

How Sense Works: Contact Centre AI Solutions

Sense combines powerful AI analysis with practical tools that make quality assurance faster, fairer, and more effective.  Explore how each feature helps your teams work smarter and deliver exceptional customer experiences.

Sense Assist

Sense Assist gives every agent their own AI-powered assistant, supporting them before, during and after every interaction.

It automatically creates clear call summaries, identifies follow-up tasks, and generates professional, editable emails written in the agent’s personal tone of voice. This removes manual admin and ensures nothing is missed once a call ends.

Sense Assist also provides immediate insight into performance, including sentiment and empathy scoring. Agents can review what went well and where to improve straight after each conversation, helping them build confidence and consistency over time.

By combining real-time guidance with automated post-call actions, Sense Assist helps teams act on every interaction, improve accuracy, and deliver a consistently high-quality customer experience.

Key Benefits

Larger Sampling

With traditional QA, it’s normal for teams to only use a small sample pool in order to generate agent feedback. With Sense, however, QA teams have access to every customer interaction, whether it’s an email, chat message, or phone call.

More Precise Training

Sense’s real-time monitoring capabilities provide managers and team leaders with feedback much quicker than traditional methods. Not only does this make training more fast-paced, but it also unlocks more targeted training that unpicks and deals with emerging issues as they develop.

Customisation

Sense adapts to your needs. You provide the platform with scoring metrics that matter most to your business. With these in mind, Sense adjusts its approach to ensure that feedback and service is tailored and optimised.

Less Administration

By automatically handling menial administrative duties, Sense frees agents and managers from repetitive tasks. This means less time spent logging and more time improving.

Improved Consistency

Having standardised targets, training goals, tagging, and feedback loops across all teams ensures that each customer receives a similar experience, no matter who they talk to.

Some of the Systems Sense Integrates With

Sense has been developed to work seamlessly with a range of different platforms and CRM systems.

Frequently Asked Questions

: Sense evaluates 100% of calls with configurable AI models tailored to your organisation. It replaces manual reviews with instant scoring, sentiment analysis, auto-tagging and dynamic coaching tools.
: Sense identifies strengths, development areas and compliance results automatically, giving agents clear, objective feedback they can act on before their next call.
The integrated Performance module tracks progress daily, weekly and monthly, highlighting what is working, where to focus, and how each agent is improving over time.
: Yes. Sense is fully customisable across all dimensions including tags, metrics, compliance checks, sentiment analysis and behavioural scoring.
This flexibility ensures that every team, department or brand is evaluated against the standards and priorities that matter most to your business.
: Insights are delivered in a very short amount of time, providing teams with near real-time visibility of performance, compliance and sentiment.
: Yes. Sense automatically flags low scores, missed compliance steps or key behavioural gaps, making it easy for managers to focus coaching and training where it is needed most.
: Sense integrates easily with leading phone systems and connects with major CRM platforms through secure APIs, allowing data to flow smoothly without complex setup.

See Sense in Action

Discover how Sense automates quality assurance, improves performance, and helps your teams deliver consistent, compliant, and high-quality customer interactions. 

Book a live demo with our specialists to explore how Sense can fit your business.

Book a demo