SentiSum Platform: Product updates, Customer stories, and Insights | 2026 Cuspera

SentiSum helped Trendsales improve customer experience by providing real-time insights and automated ticket routing. The platform replaced manual ticket tagging, saving time and letting agents focus ...on urgent issues. Trendsales reduced response times by 33% within three months. SentiSum's dashboard gave management clear data for reporting and decision-making. During a merger, Trendsales used SentiSum to track customer sentiment and address migration concerns quickly.
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SentiSum helped Schuh, a British high street retailer, improve their digital customer buying journey. Schuh struggled to identify and prioritize website issues due to a lack of clear data. SentiSum u...sed natural language processing to analyze NPS survey responses and map customer journey pain points. The Schuh team gained clear visibility into negative sentiment drivers and could target improvements. They saved hours of manual work and now act quickly on customer feedback, reducing friction and boosting sales.
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SentiSum helps British Airways Holidays analyze over 100,000 customer reviews in minutes. Before SentiSum, the team manually labeled a small sample of reviews, which took hours and risked bias. Now, ...SentiSum's AI quickly finds key drivers of NPS and customer sentiment. The team saves time, gets objective insights, and can act fast to improve customer experience. SentiSum also helps BA Holidays spot and prevent customer complaints early.
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SentiSum helped Hopin improve customer support insights. Before SentiSum, Hopin used manual tagging in Zendesk, which was slow and not detailed enough. SentiSum automated ticket tagging and provided ...sentiment analysis. This made it easy for teams to find and share insights. Hopin saved time and got more accurate data. Product and support teams now work better together using real customer feedback.
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SentiSum helps Hotjar find product feedback faster. Hotjar used to log and tag support tickets by hand. This took a lot of time and was not always accurate. With SentiSum, all tickets are sorted and ...shown in a dashboard. The product team can now see what customers say and use this to plan updates. Hotjar saves time and gets better insights from support data.
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SentiSum helped James Villas cut first reply time to urgent support tickets by 46% in just a few weeks. The company used SentiSum's AI to automatically recognize and triage urgent cases in Zendesk. T...his led to a 51% reduction in resolution time and an 11% increase in customer satisfaction. The support team now spends more time with customers, improving the holiday villa experience. Fast, accurate ticket handling boosted customer loyalty and operational efficiency.
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