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Call sentiment gives you an automatic read on how callers are feeling during a conversation. Simple AI analyzes both the audio tone and the text of what was said to surface emotional signals you can use for quality assurance, coaching, and reporting.

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How It Works

After a call completes, Simple AI automatically analyzes the conversation in two ways:
  • Audio sentiment — detects emotion from the caller’s voice, such as whether they sound angry, sad, neutral, or excited
  • Transcript sentiment — evaluates the text of what the caller said to determine whether the overall tone is negative, neutral, or positive
No setup is required. Sentiment analysis runs automatically on completed calls where a recording or transcript is available.

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Where Sentiment Shows Up

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Call Detail View

When you open a call, the sentiment section shows:
  • The dominant sentiment — the emotion that was most present during the call
  • A duration bar showing how much of the call was spent in each emotional state
  • A timeline of notable events — moments where the caller’s tone shifted. You can click on an event to jump to that point in the recording

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Calls List

You can filter calls by sentiment to focus on the conversations that matter most:
  • Filter by audio sentiment — angry, sad, neutral, or excited
  • Filter by transcript sentiment — negative, neutral, or positive
This makes it easy to surface calls where the caller was frustrated, or find positive calls to use as coaching examples.

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Analytics

The analytics page includes sentiment charts that help you track trends over time:
  • Sentiment trend — shows how average sentiment scores are changing over a selected period
  • Sentiment distribution — breaks down what percentage of calls were negative, neutral, or positive

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Best Practices

  • Use sentiment alongside analyzers and tags for a more complete picture of call quality
  • Combine sentiment filters with other filters like agent, date range, or tags to narrow down to the calls that matter most
  • Use the analytics charts to spot sentiment trends across agents or time periods