Your Sentiment Scores are Lying. Stop Reacting and Start Understanding.
Tactical post-call AI tools and basic NLP only analyze the surface. Ontelio's Intelligence Platform decodes the critical 90% they miss—the psycholinguistic signals, cognitive load, and sarcasm—that actually predict churn and define enterprise ROI.
Relationship Intelligence
The Hidden Problem: Your satisfaction scores (CSAT, NPS) suggest customers are happy, yet your churn rate remains stubbornly high. You are managing the relationship based on lagging indicators and polite survey answers, while the most dangerous threats—sarcasm, quiet disengagement, and eroding trust—are buried in the subtext of the words themselves.
The Ontelio Insight: Post-call surveys capture a fleeting opinion; we capture the ground truth. By performing a longitudinal analysis of every interaction, we generate our proprietary True Experience (TX) Score™. Calculated by decoding the entire conversation—the emotion, the effort, the unspoken friction—this score reveals the hidden narrative of your customer relationships, allowing you to predict churn with unsettling accuracy.
Sales Intelligence
The Hidden Problem: Your top 1% of salespeople seem to have a magic touch that is impossible to bottle and replicate. You create sales playbooks based on what they say they do, but the real formula is hidden in their instinctive use of language, empathy, and timing. Your middle 60% of performers never learn it.
The Ontelio Insight: There is no magic, only data. By fusing Agency & Locus of Control, Speech Act Classification, and Rapport Detection, we deconstruct the Linguistic DNA™ of your best deals. We identify the replicable patterns that build trust and create urgency, transforming sales coaching from an art into a science.
Service Intelligence
The Hidden Problem: You're battling symptoms like Average Handle Time and repeat calls, but you can't pinpoint the disease. You know there is friction in your processes, but you can't quantify its source or its cost. Every second of "dead air," agent hesitation, or customer confusion is an invisible drain on your bottom line and brand reputation.
The Ontelio Insight: We diagnose the precise root cause of operational friction. By fusing Silence & Pause Analysis, Cognitive Load Detection, and Chapters Detection, we create a tangible "Interaction Friction Score" for every single step of your process. We pinpoint the exact knowledge gaps, system latencies, and flawed scripts that frustrate customers and burn out agents.
Intelligence in Action: From API to ROI.
Lagging indicators like CSAT, NPS, and all other post-call QA analytics capture a fleeting opinion, not the ground truth. They ignore the objective signals of experience hidden in the conversation itself: the unspoken empathy, the cognitive effort, the subtle frustrations. The True Experience (TX) Score™ is different.
Every Signal, Decoded.
We process interactions at every layer—from acoustic prosody to psychological intent—to deliver the ground truth
of every conversation.
Decodes the full spectrum of emotions, vocal tones, and speech patterns to reveal the true affective experience of each speaker.
Sentiment Analysis
We deliver a true sentiment trajectory for every interaction, calibrating for nuance and providing an accurate, foundational measure of customer health.
Emotion Analysis
Our platform provides diagnostic precision, identifying a wide spectrum of discrete emotions to pinpoint the exact emotional driver of an interaction, enabling targeted, effective responses.
Prosody Analysis
We analyze the "music" of the conversation—the pace, pauses, and energy—to quantify cognitive load and conversational friction, revealing hidden operational inefficiencies.
Entity Detection
We automatically identify and categorize every key person, product, and organization, grounding every conversation in tangible business context and turning unstructured talk into structured intelligence.
Lexical Diversity & Vocabulary Richness
We measure shifts in vocabulary richness over time to detect signs of customer disengagement or agent fatigue long before they appear in your standard business metrics.
Analyzes the conversational structure and turn-by-turn dynamics to quantify friction, pinpoint knowledge gaps, and measure interactional effectiveness.
Question & Answering Extraction
We create a data-driven map of customer confusion by extracting every question-answer pair, allowing you to proactively fix the documentation and processes that create the most friction.
Chapters Detection
We automatically segment every interaction into its functional chapters (e.g., Verification, Investigation, Resolution), pinpointing the exact process step where customer experience breaks down.
Turn-Taking & Interruption Analysis
We quantify the balance of the conversational floor, flagging interactions with high friction and providing objective metrics to coach agents on more collaborative, respectful communication styles.
Coreference Resolution & Anaphora Tracking
Our platform ensures analytical integrity by resolving every ambiguous reference, guaranteeing that all downstream intelligence—from call summaries to compliance checks—is built on a foundation of pristine, unambiguous data.
Repair & Error Analysis
We identify and quantify every communication breakdown, revealing the precise financial cost of mishearings and highlighting opportunities to improve both technology and agent training.
Infers unspoken cognitive states like confusion and certainty while quantifying the level of relational trust and empathy in the interaction.
Rapport & Empathy Detection
We measure the effect of empathy, correlating empathetic statements with actual, measurable shifts in a customer's emotional state to identify what truly builds connection.
Cognitive Load Detection
We identify linguistic signals of mental effort (filler words, hesitation), pinpointing exactly which scripts, products, or processes are causing the most customer confusion and burnout.
Certainty & Uncertainty Analysis
We measure the confidence levels of both speakers, allowing you to accurately predict which "resolved" issues will fail, enabling proactive follow-up and true First Call Resolution.
Agency & Locus of Control
We analyze whether agents are taking ownership ("I will solve this for you") or deflecting it, providing a crucial metric for coaching a more collaborative and empowering service culture.
Speech Act Classification
We classify the pragmatic intent behind the words, allowing you to systematically track every promise, request, and complaint. This creates an entirely new layer of accountability and proactive relationship management.
Power & Dominance Metrics
We provide an objective, quantifiable "Dominance Score" for every interaction, transforming a subjective feeling into a hard metric. This allows you to coach agents on creating a collaborative partnership that empowers customers, rather than overpowering them.
Decodes the ultimate layer of meaning—including sarcasm, metaphor, and implicit needs—to reveal the unspoken subtext that drives every interaction.
Sarcasm & Irony Detection
By synthesizing vocal tone, context, and language, we detect when a speaker's words are the opposite of their true intent, uncovering the hidden negativity that other platforms miss.
Figurative Language Analysis
We decode the metaphors and analogies customers use, revealing their conceptual model of your products and services and providing invaluable feedback for marketing and UX design.
Politeness & Formality Analysis
We quantify the linguistic register of every interaction, flagging relational missteps and enabling your teams to style-match their communication to the specific expectations of your most important customer segments.
Implicit Needs Analysis
We move beyond the stated issue to infer the unspoken psychological driver (e.g., the need for autonomy, competence, or security), enabling resolutions that create profound customer loyalty.
Implicature & Presupposition Detection
We decode the inferred meaning hidden in the conversation, flagging the false assumptions that cause service failures and revealing the polite "no" hidden in a prospect's "maybe."
Bias & Toxicity Detection
Our platform provides a data-driven, objective audit of subtle linguistic biases, enabling you to protect your brand and coach your teams toward a truly equitable and inclusive customer experience.
Synthesizes all preceding layers of analysis to generate predictive scores and actionable business outcomes.
Predictive Churn Modeling
We synthesize dozens of linguistic signals to generate a real-time "churn risk score" for every single interaction, enabling your teams to intervene proactively before a relationship is lost.
Emerging Issue Detection
Our anomaly detection acts as a crucial early-warning system, surfacing new and unexpected complaint patterns in real-time so you can mount an immediate, strategic response.
Call Summarization & Intelligence
We provide concise, abstractive summaries that not only detail the "what" but, more importantly, identify the core "Customer Contact Driver," providing a clean, reliable data source for strategic decisions.
Outcome Detection
Our platform automatically and objectively detects key business events, like Sale Made, Offer Presented, or Call Back Promised directly from the language of the conversation, providing a pristine, un-gameable data stream for true performance analysis.
Customer Contact Driver
We move beyond simple topic detection to identify the core pragmatic driver of the interaction, providing the crucial intelligence needed to fix the upstream processes that are costing your business money.
Intelligence by Deliberate Design
They united to build a platform on three uncompromising principles to finally decode it.
Grounded in Psycholinguistics, Not Just Patterns.
Commodity AI is trained to spot keywords and surface-level sentiment. It's a statistical game of pattern-matching. Our approach is fundamentally different. Our models are built on a deep, academic understanding of psycholinguistics—the science of how language reveals cognitive and emotional states. We don't just find what was said; we decode the cognitive load, the certainty, the agency, and the subtext hidden in every interaction.
We believe true understanding comes from decoding the pauses, the hesitations, and the 'music' of speech—the very signals that contain the ground truth.
Architected for Zero-Trust Security & Ethical AI.
In an era of intense data scrutiny, security isn't a feature and privacy isn't a compliance hurdle. They are the architectural foundation upon which all trustworthy intelligence is built. We believe any insight derived from a process that compromises privacy is not only a brand liability, it is fundamentally inaccurate. Our data pipeline was therefore engineered around a zero-trust model from day one.
Our doctrine is simple: we cannot be tempted to misuse data we do not possess. All sensitive PII, PCI, and PHI are identified and redacted on ingestion, before ever reaching our intelligence models. This is not a moral preference; it is a strategic and technical necessity.
Relentlessly Focused on Verifiable Outcomes.
An insight that doesn't lead to a measurable business outcome is merely an academic curiosity. Our platform was born from decades of front-line experience in the trenches of sales and service, and is designed to answer the only question that matters: "So what?" Every analytical finding is engineered to connect directly to a critical business metric.
We believe an insight is only valuable when it powers a decision. Every feature we build must provide a clear, data-driven path to reducing churn, accelerating sales, or eliminating operational friction.
Intelligence Engineered for Enterprise Impact.
Our platform is built on three pillars that differentiate true communicative intelligence from simple analysis. We provide the depth, security, and actionable outcomes required to transform your customer interactions at scale.
- Unrivaled Analytical Depth: Move beyond keywords and sentiment. Our proprietary LLM analyzes dozens of linguistic, emotional, and psycholinguistic layers—from sarcasm to cognitive load—to reveal the truth hidden in every interaction.
- Privacy-First Architecture: Leverage the full power of AI without compromising on security. Our platform features comprehensive, automated redaction of PII from both text and audio, ensuring enterprise-grade compliance and data protection by design.
- Actionable ROI by Design: We connect every analytical finding directly to strategic outcomes—predicting churn, identifying cross-sell opportunities, and creating a data-driven coaching engine to boost performance.
Schedule Your Confidential Intelligence Briefing
This is not a generic product demo. This is a private, 1-on-1 strategy session with our intelligence experts. We will help you diagnose the hidden risks and opportunities in your current customer conversations and map a direct path from data to decision.