Salesforce AI Specialist Practice Exam

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Which of the following provides a way to analyze customer sentiment during calls?

Einstein Call Summaries
Sentiment Analysis Dashboard
Voice Analytics
Einstein Call Explorer

The correct answer is: Voice Analytics

Voice Analytics offers a robust platform for analyzing customer sentiment during calls. By utilizing advanced algorithms and machine learning capabilities, it can assess various vocal attributes such as tone, pitch, and pace of speech to determine the emotional state of a caller. This analysis allows businesses to gather insights on customer sentiments and reactions, enhancing their understanding of customer experiences. While other options may provide valuable functions related to call analysis, they do not specifically focus on interpreting the emotional nuances of customer interactions through voice data as comprehensively as Voice Analytics does. For instance, Einstein Call Summaries are aimed at summarizing key points and actions from conversations rather than analyzing emotional context. Likewise, the Sentiment Analysis Dashboard could be useful in a different context but doesn't specifically pertain to live call analysis. Einstein Call Explorer may facilitate deep dives into call data but lacks the direct sentiment evaluation capabilities that Voice Analytics brings to the table.