Decode customer emotions with Tisane Labs
Swiftask integrates Tisane Labs to automatically analyze the sentiment and tone of your incoming messages. Turn raw text into actionable insights.
Result:
Gain clarity on your customers' mindset and adapt your responses instantly.
AI Agents
tisane labs
Connector tisane labs · Secure OAuth 2.0
The challenge of understanding tone
Processing large volumes of customer messages without emotional context is risky. Aggressive, sarcastic, or urgent tones can be misinterpreted if read quickly, leading to inappropriate responses.
Main negative impacts:
Risk of misinterpretation
Without sentiment analysis, subtle signs of dissatisfaction go unnoticed, degrading the customer relationship.
Ineffective standardized responses
Responding neutrally to an angry customer often worsens the situation instead of soothing it.
Lost time on priorities
Automatically prioritizing urgent tickets based on emotion is impossible without a dedicated analysis tool.
Tisane Labs, paired with Swiftask, analyzes every message in real time. You get a sentiment score and intent detection to prioritize and personalize every response.
BEFORE / AFTER
What changes with Swiftask
Manual feedback management
Your team reads every message, tries to guess the urgency and sentiment, then responds using a standard template. Critical messages are sometimes buried in the pile.
Intelligent analysis with Tisane Labs
Upon receipt, Swiftask sends the text to Tisane Labs. Sentiment is tagged. Negative messages are automatically escalated to a manager.
Activating Tisane Labs in 4 steps
1
STEP 1 : Enable the Tisane Labs connector
In Swiftask settings, link your Tisane Labs API key to authorize semantic analysis.
2
STEP 2 : Define your analysis workflows
Choose the streams (emails, tickets, chats) you want to submit to sentiment analysis.
3
STEP 3 : Configure automated actions
Create rules: if the sentiment is 'negative', send a Slack alert to the support team.
4
STEP 4 : Monitor your metrics
Use the Swiftask dashboard to track the evolution of customer sentiment over time.
Advanced analysis capabilities
Tisane Labs detects not only positive/negative sentiment, but also aggression, sarcasm, and specific speaker intentions.
- Target connector: The agent performs the right actions in tisane labs based on event context.
- Automated actions: Automatic message tagging, intelligent routing to agents, real-time alerts for critical cases, reports on the emotional health of exchanges.
- Native governance: Analysis is performed in milliseconds, allowing for near-instant reaction.
Each action is contextualized and executed automatically at the right time.
Each Swiftask agent uses a dedicated identity (e.g. agent-tisane-labs@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.
Benefits for your customer service
Prioritizing emergencies
Dissatisfied customers are automatically identified and treated as a priority.
Automated empathy
Your agents receive emotional context before even responding.
Churn reduction
Detect signs of frustration before they lead to cancellation.
Process improvement
Identify products or services that generate the most negative sentiment.
Technological reliability
Tisane Labs is recognized for its accuracy on complex and informal texts.
Privacy and compliance
Swiftask applies enterprise-grade security standards for your tisane labs automations.
- Secure data processing: Swiftask and Tisane Labs ensure processing complies with GDPR standards.
- Access management: Precisely control who has access to sentiment analyses in your organization.
To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.
RESULTS
Impact on your key metrics
| Metric | Before | After |
|---|---|---|
| Urgent response time | Several hours | Under 15 minutes |
| Routing accuracy | Random | Sentiment-targeted |
| Customer satisfaction (CSAT) | Stagnant | Up by 20% |
Take action with tisane labs
Gain clarity on your customers' mindset and adapt your responses instantly.