"Sentiment scoring on every call surfaces the conversations that need a human escalation in real time. Our save rate jumped because senior agents now jump in before the customer even asks for one."
Faizan Parekar
Operations Manager · Twiching
Feature · Real-Time ScoringAI
Sentiment analysis, on every call.
Acepeak sentiment analysis routes upset customers to senior agents — automatically, in 32+ languages, across voice, chat, and social.
Live scoringVoice + chat + socialAuto-routing24/7 support
Live call · sentiment
😠-0.62😐+0.05😊+0.74
😠Customer😠-0.62
“This is the third time I’ve called about this.”
Acepeak agent
“I’ve got this now — let me make it right.”
Auto-routed to senior agent
😊Customer😊+0.74
“Oh — that actually fixed it. Thank you.”
😊Resolved
Frustrated😠
By the time a supervisor hears a call went sideways, the customer has churned. Acepeak reads the emotional temperature of every conversation as it happens.
What it tracks
What it tracks.
Live scoring on every channel, trajectory tracking, risk flagging, auto-routing, and trend dashboards.
Every channel scored
Voice, chat, SMS, and every social conversation tracked the same way.
Voice Chat SMS Social
Trajectory tracked
Start, middle, end — see the arc of the call before it ends.
!Start
~Mid
+End
Risk auto-flagged
Compliance-risky moments surfaced for supervisor review.
Eric · Voice 0:42+0.42
Owen · Voice 1:08-0.68
Sarah · Chat~0.18
Auto-routed to senior
Sentiment dips below threshold? Senior agent picks up automatically.
JJr · -0.7
ASr · saved
Trend dashboards
By agent, queue, or campaign — week-over-week and live.
MonWedFriSun
Same call · 32+ languages
Score parityEN"Need help with my bill — this is the third time."-0.62
ES"Necesito ayuda con mi factura — es la tercera vez."-0.62
中文"需要帮助处理账单 — 这是第三次了。"-0.62
Same modelSame latencySame threshold
32+ languages
Works across 32+ languages.
Same accuracy, same latency across English, Spanish, French, Mandarin, Hindi, and 27 others. Sentiment thresholds and routing rules stay identical regardless of which language the conversation is in.
Same model · same latency
Identical threshold semantics across all 32
Custom training improves per-language accuracy
"We see the trajectory of every conversation — start, middle, end. Spotting compliance-risky calls early and rerouting them keeps both customers and our legal team happy."
Ismail Tai
Sales Manager · Wholesalevoice
Ready to score every call?
FAQ
Questions, answered.
Real-time emotional scoring on every voice, video, chat, SMS, and social interaction — with auto-routing of negative threads to senior agents and live trajectory tracking on the supervisor dashboard.
Score every call
Your sentiment analysis, on every call.
14-day free trial. No credit card required.
14-day free trialNo credit card32+ languagesAuto-routed
Last updated: May 2026