Overview

Welcome to INSUREU2® AI Sentiment Analysis.
INSUREU2® AI Reporting provides clear, easy-to-read insight into both agent and customer sentiment across all Duo cases.

What Sentiment Analysis Measures

Sentiment analysis evaluates emotions expressed in a conversation.
INSUREU2® AI interprets tone, language, and emotional range to determine whether the overall call is:

Positive
Neutral
Negative

This helps teams understand customer satisfaction, agent performance, and overall interaction quality.

How INSUREU2® AI Calculates Sentiment

Each conversation is broken into small dialogue segments for both the agent and the customer.

For every segment, the system assigns:

+1 = Positive
0 = Neutral
-1 = Negative

A weighted calculation is used, giving more influence to sentiment expressed near the end of the call — where the agent has the strongest impact on resolution and tone.

Final Sentiment Score Range

-1 to -0.1 = Negative
-0.1 to +0.1 = Neutral
+0.1 to +1 = Positive

Emotion Detection

INSUREU2® AI detects 27 emotional tones.
These emotions are grouped into three main categories:

Positive
Neutral
Negative

This grouping is based on combined model confidence scores.

Why Sentiment Insights Matter

Sentiment analytics help leaders:

Improve agent performance
Build targeted coaching plans
Strengthen customer experience
Identify trends over time
Support better staffing decisions
Increase agent retention

Sentiment Histograms

INSUREU2® AI displays histogram charts showing how many agents fall into each sentiment bucket.

Agent sentiment buckets:

None (0%)
Low (0–50%)
Medium (50–85%)
High (85%+)

Example:
If an agent has 100 calls and 52 score positive, they fall into the Medium category.

Customer sentiment histograms follow the same structure.

INSUREU2® AI — Sentiment Tracking (Explained Simply)

INSUREU2® AI “listens” to the feelings behind the words on a call.

It looks for emotions like:

Happy / Positive
Neutral / Curious
Unhappy / Negative

It breaks the conversation into small parts, gives each part a score (+1, 0, or -1), and then creates one final score that shows how the call felt overall.

It also pays extra attention to the end of the call, since that is what customers remember most.

Managers can use this to:

See which agents create positive experiences
Identify when agents may need coaching
Understand customer frustration or confusion
Improve consistency across the team

In simple terms:

INSUREU2® AI shows the mood of every call so you can create better conversations.

Need More Help?

Did this article help? If not, or if you need further assistance with your INSUREU2® AI setup, our team is here to support you.

You can email us anytime at support@insureu2.ai, and our team will assist you as soon as possible.

Have more questions?
Submit a support request and we’ll take care of the rest.

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