Pricing

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.

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

STEP 1 : Connect your LiveChat account

Link your LiveChat instance to Swiftask via secure authentication.

STEP 2 : Define sentiment thresholds

Configure alert levels: positive, neutral, or negative. Customize keywords that trigger high priority.

STEP 3 : Set up automated actions

Choose the action: send an alert, transfer to a manager, or insert a tag in LiveChat.

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

1. Increased CSAT

Fast response to unhappy customers to turn a negative experience into a success.

2. Intelligent prioritization

Your best agents focus on critical situations detected by the AI.

3. Agent coaching

Use sentiment data to identify training needs for your teams.

4. Data governance

Keep full control over the analyses performed on your customer conversations.

5. 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.