Sentiment analysis in calls
Sentiment analysis in calls A clear explanation for Azerbaijani business — and how Stentor applies it.
What Is Call Sentiment Analysis?
Sentiment analysis in calls is the automated process of detecting the emotional tone—positive, neutral, or negative—within spoken customer conversations. By transcribing audio, identifying who said what through speaker diarisation, and scoring the resulting text with AI models, businesses can gain a deep understanding of how customers feel at every stage of an interaction. This transforms raw audio into structured data, allowing organisations to move beyond anecdotal evidence to a data-driven understanding of the customer experience. Stentor, Allmaz's call intelligence platform, applies this approach to 100% of calls rather than relying on random sampling. This comprehensive coverage provides Azerbaijani businesses with a complete and unbiased picture of customer sentiment, compliance risk, and agent performance. By eliminating the gaps inherent in manual sampling, Stentor ensures that every critical interaction is captured and analysed, providing a scalable foundation for quality assurance and operational improvement.
Benefits of Call Sentiment Analysis
Total Visibility: By analysing 100% of calls, you eliminate sampling gaps, ensuring no complaint or compliance risk goes unnoticed.
Proactive Escalation: Automated flagging of negative sentiment and complaint signals allows supervisors to intervene before issues escalate.
Objective Quality Assurance: Emotion and tone data complement rule-based QA, reducing the subjectivity and inconsistency of manual reviews.
Local Language Precision: Purpose-built Azerbaijani speech-to-text accurately handles the mixed AZ/RU conversations typical in local contact centres.
Enterprise-Grade Privacy: A single-tenant private cloud architecture ensures sensitive call data remains secure with no data egress.
Audit-Ready Compliance: Every scored conversation creates a structured, searchable record that simplifies regulatory and internal compliance reviews.
How Stentor Delivers Sentiment Analysis
100% Call Coverage
Stentor transcribes, diarises, and scores every single conversation—not a statistical sample. This eliminates blind spots and ensures that rare but critical events such as complaints or compliance breaches are always captured.
Speaker Diarisation
The platform separates agent and customer speech before scoring, so sentiment can be attributed to the right party. This makes it possible to measure customer frustration independently from agent tone.
Azerbaijani-First Speech Recognition
The speech-to-text engine is purpose-built for Azerbaijani and handles the code-switching between Azerbaijani and Russian that is typical in local business calls, producing accurate transcripts even in mixed-language conversations.
Hybrid QA Scoring
Quality assurance combines rule-based checks, semantic AI scoring, and human override in a single workflow. This layered approach balances automation speed with the nuanced judgement that complex cases require.
Complaint and Risk Detection
Specific signals—complaints, negative sentiment patterns, and compliance-relevant phrases—are detected and surfaced automatically, helping teams prioritise which calls need immediate attention.
Private Cloud Architecture
Stentor runs in a single-tenant private cloud with no data egress. Call recordings and transcripts remain within your environment, satisfying data residency requirements and internal security policies.
From Raw Audio to Actionable Insights
Frequently Asked Questions
Does Stentor analyse every call or only a sample?
Stentor analyses 100% of calls. By avoiding sampling, the platform ensures that every complaint, negative interaction, or compliance risk is captured and flagged, rather than being missed in a random subset.
How does the platform handle Azerbaijani and Russian mixed speech?
The speech-to-text engine is purpose-built for Azerbaijani and specifically designed to handle code-switching between Azerbaijani and Russian. This allows for reliable transcripts in local contact centres without needing separate language configurations.
Where is call data stored, and how is privacy maintained?
Stentor operates on a single-tenant private cloud with no data egress. This means your call recordings and transcripts remain within your own controlled environment and are never shared with or accessible by other tenants.
What is hybrid QA scoring and why is it effective?
Hybrid QA scoring combines three layers: rule-based checks for defined criteria, semantic AI for contextual understanding of tone, and human override for expert judgement. This produces more accurate and defensible quality assessments than any single method.
Can sentiment analysis assist with regulatory compliance?
Yes. By automatically detecting compliance-relevant phrases and flagging negative sentiment or complaint signals across all calls, Stentor creates a structured, searchable audit trail for internal reviews and regulatory reporting.
See Sentiment Analysis in Action
Discover how Stentor can give your team complete visibility into every customer conversation—in Azerbaijani, at scale, and within your own secure environment. Reach out to the Allmaz team to arrange a demonstration.
Request a demo