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Sentiment, emotion, topics, and intent

Speechlytics classifies conversations at both call and aggregate levels. Depending on the selected summary profile, analytics can include sentiment, emotions, intent, main topics, issue categories, urgency, outcomes, and improvement signals.

Per-call results​

The call status and call list responses expose sentiments, topics, and the broader callAnalysis object. These are generated from the completed transcript and may differ by Sales or Customer Support summary type.

Aggregate endpoints​

  • GET /api/v1/sentiments returns sentiment analytics visible to the authenticated account.
  • GET /api/v1/topics returns topic analytics visible to the authenticated account.
  • GET /api/v1/analytics returns paginated call analytics for a date range.
  • GET /api/v1/intelligence aggregates analytics by agent when Intelligence is enabled.

Parent accounts can see eligible child-account data where supported; tenant visibility is always enforced by the API.

Live sentiment​

Live Sentiment & Intent is a separate account feature. It classifies customer sentiment, frustration, and intent while a call is active. Conversation State depends on it and can feed live summaries and coaching.

Live classification has a different cost and latency profile from transcript-only metrics. See Live transcription and translation before enabling it broadly.

Interpreting scores​

Sentiment is one input to the AI-derived analytics score; it is not the same as the rule-based keyword score. Read Understanding call scores for the distinction.