What is HumanFirst?
HumanFirst is a cloud-based customer service software designed to help companies deliver more empathetic and personalized support experiences. The platform analyzes customer conversations in real-time to detect sentiment, intent, and key phrases. It then provides agents with guidance on how to respond appropriately based on the customer's emotional state.
Key features of HumanFirst include:
- Sentiment analysis - automatically detects if a customer is frustrated, disappointed, excited etc. and alerts agents
- Intent analysis - determines what the customer wants or needs from the interaction
- Smart suggestions - provides agents with conversational recommendations tailored to the situation
- Empathy prompts - gives agents talking points to build rapport and resolve issues
- Connection scores - measures the quality of customer-agent interactions
- Conversational analytics - insights into where conversations excel or need improvement
By focusing conversations on mutual understanding and compassion, HumanFirst aims to drive customer satisfaction, loyalty, and brand reputation for support teams. Its easy-to-use interface works seamlessly with existing workflows to make every interaction more meaningful.