Elevate Customer Experience with
AI-Powered Sentiment Analysis
DSP-Eclipsys' Sentiment Analysis tool gives your team real-time visibility into how your customers truly feel, so you can spot dissatisfaction early, respond before issues escalate, and build the kind of service experience that keeps customers coming back.
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What does AI-powered Sentiment Analysis do?
Traditional feedback methods often rely on customer experience ratings after service delivery, when the opportunity to resolve issues has already passed. Our AI-driven approach analyses customer interactions as they happen, giving you an immediate and accurate view of sentiment. When negative sentiment is detected early, your team can intervene before concerns escalate, protecting customer relationships and improving the overall experience.
How does AI-powered Sentiment Analysis work
Built on Oracle AI Language and Oracle Generative AI, our Sentiment Analysis tool integrates seamlessly with Microsoft Power BI and connects directly with your IT Service Management (ITSM) platform. It analyses every customer interaction for sentiment indicators, classifies them using advanced AI models, and instantly delivers actionable insights, enabling your team to respond proactively. The tool leverages Oracle's AI services without requiring the deployment of large software stacks to support the analysis and pipeline process, making it a straightforward, cost-effective solution to implement and maintain.
Who is DSP-Eclipsys, and why work with us?
As a leading Oracle Partner for over 25 years, DSP-Eclipsys brings deep expertise in Oracle Cloud Infrastructure, Power BI, and AI-driven solutions. We developed this award-winning sentiment analysis capability after identifying a clear opportunity to modernise service management through AI. Today, it helps organisations proactively manage customer relationships, improve operational productivity, and support sustainable growth. From initial implementation through to ongoing optimisation, we support our customers at every stage, helping them to reduce churn, strengthen retention, and drive revenue growth.
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Key benefits of our Sentiment Analysis Tool:
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Improve customer satisfaction and loyalty: Respond quickly to changing sentiment and demonstrate attentiveness, improving overall customer trust and satisfaction.
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Proactively resolve issues: Detect dissatisfaction in real time and empower service managers to intervene before problems affect retention.
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Gain data-driven insights: Visualise sentiment trends over time to refine service strategies, improve team performance, and enhance the customer journey.
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Improve Operational Efficiency: Automating sentiment analysis removes the need for manual reviews, freeing up your team to focus on higher-value work.
Here's how it works in four simple steps:
- Data Extraction: Customer interactions are automatically pulled from your ITSM platform, support tickets, and emails.
- Sentiment Detection: Oracle's AI Language model analyses each interaction in real time.
- Visualisation: Insights are surfaced through intuitive Microsoft Power BI dashboards, making it easy to monitor trends and flag issues.
- Automated Alerts: When negative sentiment is detected, service managers are notified immediately, enabling swift, targeted intervention before the situation escalates.
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AI-powered Sentiment Analysis tool
We developed an AI-driven sentiment analysis tool to enhance customer support operations, improving service quality, enabling proactive issue resolution, and strengthening customer retention.
