See Every Conversation.
Sense Every Emotion, In Real Time.
Live Insights CX monitors every live chat across your channels, scores customer sentiment as it unfolds, and surfaces at-risk conversations the moment they turn - so supervisors can step in before a customer ever walks away.
Priya M. - "still hasn't arrived"Neg
One Live Window Into Every Conversation.
Watch chats unfold in real time, read the sentiment of each interaction, track agent performance, and act on what's going wrong - all from a single supervisor workspace.
Live Monitoring
How A Conversation Gets Scored.
Every message is read for intent and emotion the instant it lands - turning raw chat into a live sentiment signal supervisors can act on.
Listen
Captures each message across the channel in real time.
Detect intent & tone
NLP classifies the intent - "refund" - and emotional tone - "anger, repeated".
Score the meter
Sentiment drops to -0.7 and the conversation turns red on the supervisor's board.
Alert & intervene
Supervisor is alerted instantly and can barge in to take over before the customer churns.
Track handle time
Flags that the issue is unresolved after repeated customer messages.
Repeat contactScore the meter
Sentiment slides to neutral − falling with rising impatience.
Trend · FallingSuggest barge-in
Supervisor sees the at-risk conversation surface to the top of the queue.
Queue · PriorityDetect positive tone
Recognises gratitude and resolution language in the closing message.
Emotion · JoyScore the meter
Sentiment climbs to +0.9 - the chat shows green.
Sentiment +0.9Log the win
Counts toward CSAT and the agent's positive-resolution score.
CSAT · CoachingEverything A Supervisor Needs To Stay Ahead.
From passive watching to active intervention - Live Insights CX gives contact-center teams real-time control of conversation quality.
Real-Time Monitoring
Watch live customer conversations as they happen across every channel - stay on top of queries, complaints, and issues without interrupting the agent.
Live Sentiment & Meter
Every message is scored for tone, so you can gauge the mood of a conversation at a glance and respond before a customer turns negative.
Behaviour & Intent Insights
Surface customer behaviour, preferences, and needs in real time - spot trends and patterns to fine-tune service and engagement.
One-Click Barge-In
Jump into an ongoing conversation the moment an agent needs help - take over seamlessly and resolve the customer's issue on the spot.
Agent Performance
See agent status, availability, and live performance metrics - identify where to coach and give targeted support to your team.
Alerts & Moderation
Get instant alerts on negative spikes, escalation risk, and flagged content - with automatic moderation to keep conversations safe.
A Live Mood Reading For Every Chat.
Live Insights CX turns each conversation into a continuous sentiment signal - not a single label at the end, but a live meter that moves with every message.
- Message-level scoring across 56+ languages
- Emotion breakdown - satisfaction, frustration, churn risk
- Thresholds that auto-flag negative conversations
- Trends rolled up by agent, channel, and topic
Step In At Exactly The Right Moment.
When an agent is stuck or a customer is slipping away, supervisors don't have to wait for a post-chat report. Live Insights CX puts the at-risk conversation right in front of them - with the full context to act.
- Whisper coaching to the agent without the customer seeing
- Barge in and take over the conversation in one click
- Full transcript, sentiment trail, and customer history at hand
- Saves customers time on hold and avoids costly callbacks
Conversation Quality You Can Manage.
When supervisors can see and act on sentiment in real time, the whole contact center moves faster and customers stay happier.