SentiSum
Feedback analytics software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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£500 per month
Free Trial
Free version unavailable
Small
Medium
Large
- Information technology and software
- Media and communications
- Transportation and logistics
What is SentiSum
SentiSum is a feedback analytics platform that uses natural language processing to categorize and summarize unstructured customer feedback from sources such as support tickets, chats, reviews, and surveys. It is used by customer support, product, and customer experience teams to identify recurring issues, track drivers of sentiment, and route insights to internal stakeholders. The product focuses on automated tagging and theme extraction to reduce manual effort and make qualitative feedback easier to quantify and report.
Automated theme and tag extraction
SentiSum applies NLP models to cluster feedback into topics and assign tags at scale. This reduces the need for manual coding of tickets and survey comments compared with more research-workflow-oriented tools. It supports ongoing monitoring of issue volume and sentiment by category, which is useful for operational teams.
Built for support feedback streams
The product is designed around high-volume support and service data, where feedback arrives continuously and needs structured categorization. This aligns well with use cases like identifying top contact drivers, escalation reasons, and emerging product bugs. Teams can use the outputs to inform knowledge base updates, product fixes, and staffing decisions.
Quantifiable reporting on qualitative data
SentiSum converts free-text feedback into structured metrics that can be trended over time. This helps teams connect narrative feedback to dashboards and periodic reporting without relying solely on anecdotal examples. It can complement survey/NPS programs by adding detail on the “why” behind scores.
Category limited to feedback analytics
SentiSum primarily addresses text analytics and insight extraction rather than end-to-end experience management, survey distribution, or full customer engagement workflows. Organizations looking for a single platform that combines collection, orchestration, and analytics may need additional tools. This can increase integration and governance effort.
Model tuning and taxonomy effort
To get reliable categories, teams typically need to define or refine a taxonomy and validate model outputs against their domain language. Changes in products, policies, or customer vocabulary can require ongoing tuning. Without this operational ownership, automated tags can drift and reduce trust in reporting.
Integration and data readiness dependencies
Value depends on consistent ingestion of feedback from ticketing, chat, review, and survey systems, and on clean metadata (e.g., product, region, channel). If data sources are fragmented or access is constrained, coverage and insight quality can be uneven. Some organizations may also need additional controls for privacy, retention, and redaction depending on the data ingested.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Starter | £500 per month (total per month) | Granular insights from two feedback channels (surveys, emails, chats, reviews); unlimited logins; tags pushed to reporting tool & help desk; 100% customised AI model; 30-day free trial (shown on product page). |
| Pro (Core Insights) | From $3,000 per month (billed annually) | AI-powered customer conversation insights; up to ~5,000 monthly conversations; ~6 months historical data; 5 users; integrations with Intercom, Freshdesk, Dixa, Zendesk; insight updates every few hours. |
| Enterprise (Customer Second Brain) | Custom pricing (contact sales) | Custom monthly conversations; 12+ months historical data; unlimited users; API access, SSO; Salesforce & 100+ custom integrations; real-time early warning and AI Agents. |
Seller details
SentiSum Ltd
London, UK
2018
Private
https://www.sentisum.com/
https://x.com/sentisum
https://www.linkedin.com/company/sentisum/
