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AI sentiment analysis

Last updated: 2026-06-01

AI Sentiment Analysis scores every transcribed call on how the caller felt during the conversation: positive, neutral, or negative, with a confidence percentage. Use it to triage which recordings to review first.

How it works

After a call is transcribed, the AI reads the caller's side of the transcript and produces a sentiment label plus a 0–100 confidence score. The label is stored on the CDR record and shown next to the call in the Drömlik App.

Prerequisites

  • Business plan or higher.
  • Call recording and call recording transcription enabled on the calls you want scored.

Enable

  1. 1

    Open AI → AI Transcription

    Switch to the Call Recording Transcription panel.

  2. 2

    Tick Generate sentiment score

    Scope it the same way you scope transcription itself.

  3. 3

    Save

    Future calls are scored automatically.

Use the score

  • Supervisor triage. Filter CDR for "negative" calls in the last 24 hours and listen to those first.
  • QA sampling. Pull a balanced sample (positive + neutral + negative) for coaching sessions.
  • Reporting. Track sentiment trend per queue, agent, or campaign over time.