The engine that hears everything and acts on it

Connects to your existing telephony. Analyses 100% of interactions in real time. Live typically within a week of contract signature, without disruption to your agents or your technology.

100% of interactions, not 4%

  • Real time not next-day reporting
  • 500+ emotions and behaviours
  • 99+ languages

The intelligence layer

What it analyses. In real time

Voice and text processed simultaneously, not sequentially. The emotional content of a conversation exists in both what people say and how they say it. Sentient Machines reads both at once.

Voice analysis

  • The acoustic properties of speech, analysed as it happens.
  • Tone, pace and pitch variation
  • Hesitation, tension and confidence
  • Emotional state independent of word choice
  • Signals that words alone do not reveal

Language and text analysis

  • Semantic and emotional content of every word, in every language.
  • Sentiment, intent and complaint signals
  • Vulnerability indicators and distress markers
  • Conduct risk and regulatory disclosure
  • 99 languages, real-time translation

Event and behaviour detection

  • Over 500 specific events, timestamped and auditable.
  • Escalation sequences and complaint patterns
  • Regulatory disclosures made or missed
  • The moment a customer decides to leave
  • Buying signals and conversion readiness

Want to see what it finds in your conversations?

Share a small sample and we return a real analysis of your own data, typically within 24 hours.

What Sentient Machines measures

Two intelligence indices Every conversation

Every interaction is scored across two dimensions, agent performance and customer experience. Together they give a complete, real-time picture of what is happening in every conversation, without a single call needing to be listened to manually.

The two indices together give supervisors, managers and the business a live, auditable picture of performance, risk and customer outcome across every conversation, not just the 4% that get manually reviewed.

Customer Intelligence Index

  • Customer sentiment and outcome
  • Sentiment trajectory
    • Is the customer's emotional state improving or declining across the call? The goal is always a positive trajectory.
  • Vulnerability and distress
    • Automatic identification of vulnerability signals, without requiring the customer to disclose them directly.
  • Escalation probability
    • Real-time scoring of complaint and escalation likelihood, typically several minutes before the customer reaches that point.
  • End-of-call satisfaction
    • Predicted CSAT from emotional content, without surveys. Tracks whether customers end calls in a better state than they started.

Agent Intelligence Index

  • Agent performance and wellbeing
  • Emotional rapport
    • How effectively the agent builds and maintains connection. Correlates directly with conversion and retention.
  • Communication effectiveness
    • Clarity, confidence and structure. Identifies agents who benefit from coaching on delivery.
  • Resolution and compliance
    • Effectiveness, regulatory adherence and conduct risk in real time, not after the fact.
  • Agent wellbeing signals
    • Stress, disengagement and burnout indicators, because agent wellbeing directly affects customer experience.

Getting started

From signed contract to live intelligence

Sentient Machines connects to your existing telephony and is live typically within a week of contract signature. It works alongside everything your team already uses, and most of the pace is down to us, not you.

  1. Connect
    • API integration with your existing telephony or CRM
    • Your agent desktop stays exactly as it is
    • Works with your existing infrastructure
    • Your IT team approves access
    • Plug and play
  2. Configure
    • Set the behaviours and thresholds that matter to your business
    • Map alerts to your compliance framework
    • Define vulnerability signals for your sector
    • Configure coaching priorities for your teams
    • Built for your environment
  3. Calibrate and brief
    • Test against a sample of your historical data
    • Validate alert thresholds for your context
    • Brief supervisors and QA managers
    • Confirm dashboard access and reporting
    • Included in deployment

✓ Act

  • 100% of interactions analysed from this moment
  • Real-time supervisor alerts active
  • Agent guidance live during calls
  • Compliance evidence trail begins immediately
  • Full intelligence active

Seamless integration

Connects with the platforms your teams already use

Sentient Machines works alongside your existing technology stack. No new infrastructure, no changes to your agent desktop, no disruption. The intelligence arrives inside the systems your teams already use.

Telephony and contact centre platforms

  • Genesys
  • 8x8
  • Avaya
  • Connex One
  • Vonage
  • Twilio

CRM and customer engagement

  • Salesforce
  • Zendesk
  • HubSpot
  • Verint
  • NICE
  • Calabrio