Introducing sentiment analysis for AI agents

Improving AI customer service with built-in sentiment analysis

AI agents are uniquely positioned to handle many frontline enterprise tasks, from customer conversations to transaction processing to product upsells. But how do your customers actually feel about these interactions?

For support leaders trying to scale an amazing AI support experience, knowing what the AI agent says isn’t enough. Improving service quality while achieving AI transparency requires a knowledge of how frustration, satisfaction, confusion, and gratitude arise—and having the right data to fix it.

This is why Sendbird is introducing end-user sentiment analysis for AI agents. Every AI-led conversation now comes with sentiment analysis and scoring, trend tracking, and actionable metadata for the human handoff.

This means your Sendbird AI agents can actually tell you how your customers feel, at scale or per conversation. With this visibility, support leaders can take targeted action to improve processes and outcomes with clear insights located right in their AI agent dashboard.

Why does sentiment visibility matter in AI conversations?

AI agents are fast, scalable, and omnipresent—but if they lack robust analytics and controls, they can leave support teams in the dark on key questions like:

• Was the user happy with the resolution?

• Did the customer feel heard or ignored?

• Were there signs of frustration before the handoff?

  • Did their tone change?

  • What set them off?

  • How was it fixed?

Without sentiment data, human agents can receive escalations without full (and vital) context, support leaders may miss patterns and opportunities, and worst of all, a portion of customers are silently left wanting more.

Sentiment scoring, trend insights, and smarter handoffs

The Sendbird AI agent sentiment analysis feature classifies every AI conversation into one of three categories that can be reviewed in the AI agent builder:

Each classification includes an explanation of why a sentiment was assigned, drawn from an analysis of the conversation summary.

With precise sentiment data at hand, support managers have real-time visibility into customer sentiment at scale. In the AI agent dashboard, they can also drill down to pinpoint exactly where and why experiences break down to start making improvements.

How is sentiment analysis built into the AI agent platform?

Sentiment analysis is integrated across the Sendbird AI agent platform in the following ways:

Dashboard insights

Inside your AI Agent Dashboard > Evaluate > Conversation, you’ll now find:

• Sentiment scores per conversation summary

• Filters by sentiment type that isolate specific experience patterns

• Trend visualizations over time

Use case: A support manager tracks a spike in negative sentiment over the past week. In the dashboard, they see the reason given for the “negative” classification is inaccurate responses (probably arising from a gap in the AI agent’s knowledge base).

Sentiment metadata for smarter human handoffs

Every time a conversation gets escalated, human agents now receive sentiment metadata alongside the message. This helps them to:

• Know if the user is coming in calm or upset

• Adjust tone and response strategy accordingly

• Reduce resolution time with context-aware responses

Use case: A frustrated user gets escalated. The agent sees “Sentiment: Negative – User confused about billing.” No need to ask, “How can I help you today?”

Sentiment API and webhook support

Engineering teams can tap into sentiment data programmatically with:

• API endpoints that fetch sentiment scores

• Webhook events that trigger when sentiment thresholds are met (e.g. post-conversation negative sentiment)

Use case: Set up alerts or trigger automated agentic workflows when negative sentiment crosses a predefined threshold.

How can sentiment analysis help your teams?

Different teams rely on sentiment data to improve performance, visibility, and decision-making:

• Support leaders use sentiment trends to catch surges in frustration, spot broken handoffs, or detect knowledge gaps before they affect CSAT.

• Product managers correlate spikes in negative sentiment with feature rollouts, UI changes, or bot responses to identify experience friction.

• Engineers use structured sentiment data to automate alerts, trigger routing logic, or feed quality monitoring systems.

Why is sentiment analysis key to better AI customer service?

AI support doesn’t fail often because it’s inaccurate, but because it provides a poor emotional experience. This happens when customers feel stuck or misunderstood by AI agents.

Sentiment analysis helps close this gap—bringing emotional intelligence to your AI customer experience—while deepening your understanding of customers.

More than a KPI, customer sentiment is a powerful signal that helps you:

• Improve the accuracy and empathy of your AI customer service

• Enhance human agents with key emotional context

• Spot patterns before they escalate or spiral out of control

• Make good decisions more easily with clear data in your AI agent dashboard

In addition to sentiment analysis, Sendbird offers a suite of features to help teams optimize AI agent performance with full visibility:

• AI agent scorecards for AI agent evaluation

• Activity trails for ensuring AI transparency

• Multi-turn conversations for AI agent testing

Ready to close the empathy gap in AI support with Sendbird’s sentiment analysis?

Customer sentiment is a key indicator of support health and customer experience—and that’s why it’s now a core feature of Sendbird’s AI agent platform. Knowing how customers feel in detail is vital to scaling AI support that’s not only reliable but also elevates the experience to new heights.

Whether you deploy proactive, omnichannel AI agents for customer service across email, SMS, WhatsApp, in-app, or your website—sentiment analysis helps AI-powered support teams deliver a more empathic, satisfying experience at scale.

Ready to learn more? Sentiment detection, analysis, and scoring is available now to all Sendbird AI agent customers.

👉Contact sales or your CSM to learn more.