Positive
42%
156 calls
+3%vs yesterday
Neutral
35%
130 calls
-1%vs yesterday
Negative
23%
86 calls
+2%vs yesterday
Avg Sentiment Score
+0.19
Scale: -1 to +1
-0.05vs yesterday
Sentiment Distribution
Positive
156 (42%)
Neutral
130 (35%)
Negative
86 (23%)
Hourly Sentiment Trend
8 AM11 AM5 PM
Peak negative sentiment at 11 AM — 18 complaints. Common theme: delivery delays.
Sentiment by Business Vertical
AI Insight: Beverages vertical has highest negative sentiment (42%). Top issue: product quality complaints concentrated at 3 outlets.
| Vertical | Positive % | Neutral % | Negative % | Overall Score |
|---|---|---|---|---|
| Retail | 38% | 35% | 27% | +0.11 |
| Beverages | 30% | 28% | 42% | -0.12 |
| Ice Cream | 55% | 30% | 15% | +0.40 |
| Merchandise | 45% | 35% | 20% | +0.25 |
| E-commerce | 32% | 30% | 38% | -0.06 |
| Distributors | 50% | 32% | 18% | +0.32 |
Top Complaint Keywords (AI-Detected)
↑ expired (24)
↑ delivery delay (19)
↓ wrong item (15)
↑ bad taste (12)
→ rude staff (10)
↓ overcharged (8)
↑ packaging damaged (7)
↑ foreign object (5)
AI-Prioritized Escalation Queue
ESC-0048
Hassan Rauf
Foreign object found in juice bottle
Immediate refund + health & safety inspection required
ESC-0047
Ahmed Khan
Product quality complaint - expired batch
Batch recall verification + supplier audit recommended
ESC-0046
Sara Malik
Delivery delay of 5 days - customer angry
Priority resend + $50 voucher compensation
ESC-0045
Fatima Noor
Wrong item sent - customer received different product
Immediate exchange + courtesy call from manager