Which feature of Service Cloud Voice aids in sentiment analysis during calls?

The correct answer highlights that AI technology plays a critical role in performing sentiment analysis during calls in Service Cloud Voice. This technology analyzes voice tone, speech patterns, and keywords in real-time to gauge the emotional state of the customer. By utilizing natural language processing and machine learning algorithms, AI technology can detect nuances in sentiment, such as frustration or satisfaction, which can inform agents about the customer’s feelings and needs.

This capability enhances the overall customer experience, allowing agents to tailor their responses appropriately and address issues more effectively. It empowers businesses to improve service quality based on insights derived from customer interactions, making AI a vital tool in modern customer service environments.

The other choices, while important aspects of customer service, do not inherently provide sentiment analysis. Manual agent oversight might support quality assurance but lacks automated analysis. Customer surveys offer feedback after interactions but are not real-time assessments, and text message follow-ups can aid in communication but do not analyze sentiment directly during calls. Hence, AI technology is central to delivering meaningful insights through sentiment analysis.