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cellbot analyses customer messages in real time to detect sentiment and adapts its communication style accordingly.

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How It Works

The AI reads the tone and intent behind each customer message and classifies their mood automatically. It picks up on cues like urgency, frustration, hesitation, and positive engagement — then adjusts how it responds.

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Tone Adaptation

The AI doesn’t just detect sentiment — it acts on it:
  • Frustrated customers get empathy first, solutions second. The AI acknowledges their frustration before offering help.
  • Urgent customers get fast, direct responses. No fluff — straight to available slots and quickest repair options.
  • Hesitant customers get reassurance, value-focused messaging, and gentle nudges rather than hard sells.
  • Happy customers get enthusiastic responses with relevant extras and upsell suggestions.

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Conversation Insights

Sentiment data feeds into Analytics > Conversations, where you can see:
  • Sentiment distribution across all conversations
  • Trends over time (are customers getting happier?)
  • Correlation between sentiment and conversion rates

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Privacy

Sentiment detection runs entirely within the conversation context. No customer messages are stored for sentiment training — the classification happens in real time and is recorded as a summary per conversation.