Detect customer sentiment on LiveChat with your AI agent
Swiftask analyzes LiveChat conversations in real time. Instantly identify unhappy customers and adapt your response to save the relationship.
Result:
Boost your CSAT and reduce churn through active, automated listening.
AI Agents
livechat
Connector livechat · Secure OAuth 2.0
The risk of missing customer dissatisfaction
In LiveChat, emotions can shift in a second. Without an analysis tool, your human agents might miss subtle signs of frustration, turning a simple request into a customer relationship crisis.
Main negative impacts:
Delayed crisis detection
Dissatisfaction is only identified after the customer leaves, making any retention attempt impossible.
Inefficient priority management
Agents process tickets in order of arrival, without knowing which customers are truly angry or distressed.
Lack of qualitative data
Impossible to analyze global emotional trends to improve your sales or support processes.
Swiftask integrates with LiveChat to analyze the sentiment of every incoming message. The AI alerts your supervisors in real time as soon as a high level of frustration is detected.
BEFORE / AFTER
What changes with Swiftask
Without Swiftask
The customer expresses frustration on the chat. The overloaded human agent fails to notice the mounting tension immediately. The tone escalates, the customer threatens to leave, and the supervisor is informed too late.
With Swiftask + LiveChat
As soon as the AI detects a negative sentiment, it automatically notifies the supervisor on Slack or Teams. An empathetic response suggestion is proposed to the agent to defuse the situation immediately.
How to set up sentiment analysis in 4 steps
1
STEP 1 : Connect your LiveChat account
Link your LiveChat instance to Swiftask via secure authentication.
2
STEP 2 : Define sentiment thresholds
Configure alert levels: positive, neutral, or negative. Customize keywords that trigger high priority.
3
STEP 3 : Set up automated actions
Choose the action: send an alert, transfer to a manager, or insert a tag in LiveChat.
4
STEP 4 : Activate monitoring
The AI agent now analyzes every conversation flow in real time.
Your agent's analysis capabilities
The AI analyzes semantics, tone, urgency, and customer history to provide a precise sentiment score.
- Target connector: The agent performs the right actions in livechat based on event context.
- Automated actions: Automated chat tagging, immediate alerts to managers, response suggestions, weekly sentiment analysis reports.
- Native governance: All data is anonymized and stored for your compliance reports.
Each action is contextualized and executed automatically at the right time.
Each Swiftask agent uses a dedicated identity (e.g. agent-livechat@swiftask.ai ). You keep full visibility on every action and every sent message.
Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.
Why adopt this solution
Increased CSAT
Fast response to unhappy customers to turn a negative experience into a success.
Intelligent prioritization
Your best agents focus on critical situations detected by the AI.
Agent coaching
Use sentiment data to identify training needs for your teams.
Data governance
Keep full control over the analyses performed on your customer conversations.
Rapid deployment
No code required to transform your customer support into a proactive retention center.
Privacy and security
Swiftask applies enterprise-grade security standards for your livechat automations.
- Data protection: GDPR compliance guaranteed for processing your conversations.
- Encrypted streams: All data moving between LiveChat and Swiftask is encrypted.
- Audit log: Full traceability of every analysis performed by the AI agent.
- Access control: Granular user rights management in your Swiftask workspace.
To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.
RESULTS
Measurable impact on your support
| Metric | Before | After |
|---|---|---|
| Crisis detection delay | Several minutes (manual) | Less than 5 seconds (AI) |
| Retention rate | Low | Improved through proactive intervention |
| Agent efficiency | Linear management | Data-driven prioritization |
| Satisfaction visibility | Post-chat surveys only | Real-time analysis |
Take action with livechat
Boost your CSAT and reduce churn through active, automated listening.