AI Customer Service Powered by Interaction Insights and Performance Monitoring

Sense Assist gives every agent their own AI-powered assistant. It automatically creates call summaries, identifies follow-up tasks and generates professional, editable emails written in the agent’s personal tone of voice.

Agents can review their performance instantly after each call, helping them understand what went well and where to improve.


By automating post-call admin, Sense Assist saves time, improves accuracy and ensures a consistently high-quality customer experience.

Every business has its own definition of quality.

Sense allows you to configure QA scorecards that measure exactly what matters to your teams, from professionalism and compliance to empathy and accuracy.

Each call is scored automatically, using AI trained to reflect your internal standards.

Managers can view clear performance breakdowns, ensuring fairness and consistency across departments while giving every agent precise feedback to help them progress.

Sense turns raw call data into insight you can act on.

Its reporting dashboards highlight trends, compliance rates and customer sentiment across every team and department.

You can drill into detailed analytics or export results for your wider BI tools.

Sentiment and empathy scoring provide additional context, showing how customers felt and how effectively agents connected, giving leaders a deeper understanding of overall service quality.

Reviewing calls no longer means scrolling through hours of audio.

Sense provides searchable transcripts, highlighted key moments and AI-generated summaries that surface the most relevant details.

Managers and trainers can leave notes or feedback on specific parts of a call, turning reviews into focused coaching opportunities.

Filter by tags, scores or agent to find what matters most and build a more transparent, data-driven QA culture.

The Performance module transforms individual call scores into long-term development insight.

It tracks progress over time, comparing agents, teams or departments, and identifies both strengths and opportunities for growth.

Narrative summaries reveal what drives results and where consistency can improve.

Managers can instantly see who’s excelling, where support is needed and how behaviour affects overall customer experience.

Sense automatically tags each call with AI-generated labels such as Enquiry, Complaint, Follow-up or Booking.

These intelligent tags make it simple to understand call purpose and outcome at a glance, removing the need for manual logging.

Over time, these insights reveal trends across your business, helping you identify popular products, recurring issues and customer sentiment shifts quickly and accurately.