Real-Time Emotional Analytics with Hume AI Integration
We integrated with Hume AI. Now you can track not just what your voice agents say, but how callers are feeling during the conversation.
Quick filter: If transcripts look fine but CSAT is dropping, sentiment signals are usually the missing piece.
The Problem This Solves
Here's something we kept running into: customers would send us transcripts saying "everything looks correct, but users are complaining." The words were right. The tone wasn't.
Turns out, a voice agent can say the exact right thing in a way that frustrates people. Short, clipped responses when someone's upset. Overly cheerful when the situation calls for empathy. The transcript looks fine; the experience isn't.
With Hume AI's emotional analytics, we can now surface these patterns. When caller sentiment drops mid-conversation, you can see it. When your agent's tone shifts weirdly, that shows up too.
What You Get
- Pitch and tone tracking: See how conversations actually feel, not just what was said
- Caller sentiment: Know when frustration is building before it becomes a complaint
- Pattern detection: Find the scripts or scenarios that consistently cause negative reactions
Setup
Takes about 5 minutes:
- Go to your Hamming dashboard
- Open the Monitoring tab
- Enable the Hume integration
- Add the SDK code
- Start seeing sentiment data on production calls
You can set custom thresholds for alerts—"notify me when caller frustration exceeds X"—and track trends over time.
Why We Built This
Honestly, because we kept hitting this ourselves. Transcripts would look fine and customer feedback would say otherwise. Sentiment tracking fills that gap.
Thanks to the Hume team for making this integration possible. If you're curious how it works with your setup, reach out—happy to walk through it.
