Sentiment Stream

Track how every customer feels, in real time

Sentiment Stream is built by Service Innovations. We build focused tools that give support teams a clear read on customer experience without adding a single step to an agent's day.

The app turns your Zendesk account into a live triage board. Every active and recently closed conversation gets a live chart of customer sentiment as it changes, so you can rescue a conversation that is going wrong while there is still time, rather than learning about it from a low satisfaction rating afterwards.

See all conversations at a glance and sort by whatever matters most right now (sentiment score, sentiment change, or duration), so the conversations that most need attention rise to the top. Each tile tracks sentiment as the chat unfolds, so a downturn is obvious the moment it happens, well before a poor rating ever lands. A one-line topic conveys what each conversation is about, while AI summaries provide deeper insight, and a single click opens the session right in Zendesk.

Key features

• Sortable triage board. Every recent conversation appears as a chart tile, automatically scored for customer sentiment. Sort or filter via sentiment, status, or trend to best fit your workflow.
  
• AI-explained “why”. Open any tile for a transcript-grounded summary of what is driving the sentiment, plus the exact messages that moved it most. No digging through full transcripts to understand how or why a conversation turned.
  
• Average speed of answer. A dashboard widget tracks ASA and queue depth across the last 24 hours, scoped to whichever groups and filters you are viewing.
  
• Queue-wait insight. Every chart shades the time periods a customer spent waiting, so the effect on their sentiment is visible at a glance.
  
• Filter, sort, pin, focus. Narrow the board to groups (eg: Support, Billing, etc.), and pin conversations to keep them in view as you switch filters.
  
• Instant setup. Nothing to configure and nothing to maintain. The board fills with scored conversations as soon as they arrive.
  

Why teams use it

Catch problems while they are still recoverable instead of reading about them in a survey. Coach with evidence, since the summary and key moments show exactly where a conversation turned. Spot queue bottlenecks before customers feel them. See your whole team's conversations on one board, ranked by who needs help most.

What Sentiment Stream accesses

The app reads conversation content, conversation and queue metadata, satisfaction ratings, and your agents and groups, solely to produce the dashboard.

Your conversations are never used to train AI models, and our inference provider does not retain them once a request is answered.

For information about how Sentiment Stream handles your data, please see our Privacy Policy.