AI Feature
Know how customers feel
and why they
got in touch.
Hipcall reads your calls, chats and tickets and tells you how each customer felt, whether the issue was solved and what it was about, across every channel in one report.
Customer insights · last 7 days
Top reason: Billing › Invoice copy (124)
Negative sentiment 18% ↑
Repeat contacts 9%
Why it matters
Sentiment and resolution
Every analysed call, chat and ticket shows whether the customer left positive, neutral or negative, and whether the issue was resolved. Agents can correct the resolution; AI never overwrites them.
Contact reasons that are yours
Start from a ready-made list for your industry, edit it into your own two-level list, and let AI sort every conversation into it.
Repeat contacts across channels
A customer who calls, then writes on WhatsApp about the same topic within 7 days is counted as a repeat contact, whichever channel they used.
A summary every Monday
Your managers get last week's top reasons, sentiment, resolution and commitments by e-mail every Monday morning.
How It Works
Set up in four steps
- 1
Choose what to analyse
Pick channels and rules: call direction, teams, inboxes, ticket groups, minimum length.
- 2
Set up your reasons
Install a ready-made list for your industry and adjust it.
- 3
Let conversations close
Calls are analysed from their transcript; chats and tickets once they are closed.
- 4
Open customer insights
Filter, drill down and export, or schedule the report.
Use Cases
Rising complaints
Negative sentiment on delivery calls doubles in a week. The manager sees it in Monday's e-mail before the first escalation.
Fixing the real problem
Repeat contacts about invoice copies point to a missing self-service option; one change cuts the calls.
Coaching with evidence
A team lead filters unresolved calls with negative sentiment for one agent and reviews them together.
FAQ
Frequently asked questions
Calls with a transcript, closed WhatsApp and web chat conversations, and closed tickets, according to the rules you set.
Yes. Agents can set the resolution and the contact reason themselves, and AI never overwrites a choice a person made.
Yes, for 26 industries plus a general list, in English and Turkish.
Everyone who can see the customer insights report. Each person can switch it off.
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No contracts, no hardware, no credit card.