Cognitive Sentiment Scoring Model (C.S.S.M.)
Data-driven insights empower collection teams to prioritize accounts, personalize engagement strategies, and adapt communication styles based on the caller’s emotional readiness. The model enhances operational performance by supporting intelligent call routing, agent coaching, and compliance monitoring—transforming traditional call handling into a more empathetic, efficient, and outcome-focused process.
The Cognitive Sentiment Scoring Model is a proprietary AI framework that analyzes a caller’s emotional and cognitive state during debt resolution calls. By leveraging real-time natural language processing (NLP) and tonal analysis, the system evaluates five sentiment-based Key Performance Indicator.
Each metric is scored from 0 to 20, producing a total Sentiment Composite Score (SCS) out of 100. The AI interprets vocal cues such as tone, cadence, response speed, and language patterns to deliver a reliable, real-time assessment of the caller’s state of mind.
- Emotional Stability
- Mental Readiness
- Stress Level
- Emotional Receptiveness
- Final Disposition
