Log in     Support     Status

Create an Account Request a Demo

Sentiment Analysis

Understand Emotions. Respond and Retain.

AI-powered sentiment analysis prevents churn by understanding human emotions so you can deliver exceptional experiences.

Request a Demo
abstract illustration of the Capacity knowledge base

Why this matters

Frustrated customers churn. Agents waste time guessing. Legacy tools miss nuance. Get real-time emotional intelligence—so you never miss a moment that matters.

Get the highlights

Faster resolutions

Detects frustration instantly, helping agents respond quicker and smarter.

Stronger retention

Prevents churn by identifying and addressing negative sentiment early.

Smarter decisions

Delivers real-time emotional insights to improve CX and strategy.

Capacity in numbers

19K+

Happy customers

1.5M+

Users who love us

36.3B+

Automated interactions

Explore the features 

AI-Powered Sentiment Detection

Instant emotional insights

Analyzes text and voice in real time to detect 74 different emotions, so you can respond faster and smarter.

An illustration that shows how Capacity only enables the right team members to see certain information.

Multilingual & Context-Aware

Understands every language

Detects sentiment across languages, dialects and even nuanced emotions like sarcasm, all without extra setup.

Real-Time Agent Alerts

Fix issues before they escalate

Flags frustration and urgency instantly, helping agents respond with empathy and prevent churn.

New call-to-action
An illustration that shows how Capacity only enables the right team members to see certain information.

Seamless System Integrations

Works where you work

Connects with IVAs, IVR, your CRM and Capacity helpdesk to enhance customer intelligence without disrupting workflows.

Industry-Specific Customization

Built for your business

Learns industry terms and workflows to provide more accurate sentiment analysis in healthcare, finance, retail and beyond.

An illustration that shows how Capacity only enables the right team members to see certain information.

Scalable & Reliable AI

Grows with your needs

Handles high interaction volumes with rock-solid performance—no crashes, no delays, just real-time insights at scale.

Trusted by 19,000+ organizations

Read Case Studies

Explore the rest of Capacity

Coach 
my agents

Coach

Index & search my data

Answer Engine

Schedule better meetings

Schedule

Deflect calls in my contact center

Virtual agents

Accept 
payments

Payments

Launch a 
campaign

Campaigns

Add chat to my website

Concierge

Integrate with my system of record

Dev platform

Manage tickets better

Tickets

Frequently asked questions

What is Capacity Sentiment Analysis?
Capacity Sentiment Analysis uses AI to detect customer emotions in text and speech, helping businesses understand feedback, improve interactions, and enhance service.
How does Capacity Sentiment Analysis work?
It analyzes words, tone, and context in real-time to determine if a sentiment is positive, negative, or neutral—giving instant insights into 74 different customer emotions.
Why is Capacity Sentiment Analysis important for customer support?
It helps identify frustrated customers, escalate urgent issues, and measure satisfaction, leading to faster resolutions and better customer experiences.
Can Capacity Sentiment Analysis understand sarcasm and nuance?
Yes, it uses advanced AI and deep learning to detect subtle cues like sarcasm, mixed emotions, and context for more accurate sentiment recognition.
Does Capacity Sentiment Analysis support multiple languages?
Absolutely. It works across various languages and dialects, ensuring accurate sentiment detection for global businesses.
Can Capacity Sentiment Analysis analyze both text and voice interactions?
Yes, it processes chat, emails, social media, and even voice conversations by transcribing and analyzing emotions in spoken words.
How does Capacity Sentiment Analysis improve agent performance?
It alerts agents to customer frustration in real time, helping them adjust responses, de-escalate issues, and provide a more empathetic experience.
Is Capacity Sentiment Analysis customizable for different industries?
Yes, it adapts to industry-specific language, whether it’s healthcare, finance, retail, or any other field, improving accuracy and relevance.
How does Capacity Sentiment Analysis integrate with existing systems?
It seamlessly connects with CRMs, helpdesks, chatbots, and IVR systems to enhance customer intelligence without disrupting workflows.
What makes Capacity Sentiment Analysis better than other solutions?
It combines AI-powered accuracy, real-time insights, deep integrations, and multilingual support to provide superior sentiment detection for businesses of any size.

Get Started

Find out how Capacity can help your team do their best work.

Request a Demo