SentiSum analyzes customer feedback using AI to provide insights into sentiment, trends, and areas for improvement, helping companies enhance their customer experience and satisfaction.
SentiSum is an AI-native Voice of the Customer platform that unifies feedback signals from multiple channels—including support tickets, surveys, calls, reviews, social posts, and CRM notes—into a single source of truth powered by its advanced Kyo AI Engine[2]. The platform uses Natural Language Processing and machine learning to automatically analyze customer sentiment, identify emerging issues, detect churn risk, and provide root-cause insights without requiring manual review[1][3]. Key capabilities include real-time feedback analysis, sentiment clustering that groups similar emotional themes, predictive analytics for churn prevention, automatic ticket tagging and prioritization, speech analytics, and anomaly detection to flag unusual trends[3][5]. SentiSum serves support and CX teams seeking to improve service quality and reduce avoidable contacts, product teams aiming to spot bugs and adoption gaps directly from customer language, and marketing and retention teams working to understand churn drivers and act on customer hesitation signals[2]. What distinguishes SentiSum is its ability to explain the "why" behind customer sentiment and churn, recommend next best actions in plain language, and tailor insights and alerts so different teams—from support to product to marketing—see what matters most to them and can act quickly[2][3]. The platform is trusted by companies like Gousto, Blackcircles, and James Villas to gather granular insights and delight customers through faster, more informed decision-making[5].
Privacy Policy states data may be used to 'improve our products and services' and 'analyze trends and patterns in user b
No training opt-out mechanism was identified in the legal documents.
Moderate risk. Suitable for internal data but avoid confidential information.
Privacy Policy states data may be used to 'improve our products and services' and 'analyze trends and patterns in user behavior,' which suggests potential AI training use. However, no explicit statement confirms or denies training on user content, and the DPA limits processing to service provision only. Language is vague regarding whether improvement includes model training.
“[Privacy] 'We may use personal data to improve our products and services or to analyze trends and patterns in user behavior.' [DPA] 'Nature of processing: Storage, transmission and use in order to provide the Services.'”
The DPA explicitly limits Asksenti Ltd's role to data processor for service provision only. No license grant to vendor is mentioned. Customer retains control of personal data and instructions are limited to providing the Services. No sublicensing or broader use rights are claimed.
“[DPA] 'Customer as Controller. The Customer and Asksenti Ltd acknowledge that for the purpose of Data Protection Laws, the Customer is the controller and Asksenti Ltd is the processor.' 'Nature of processing: Storage, transmission and use in order to provide the Services.'”
DPA lists sub-processors (AWS, Google Cloud, Microsoft Azure, Mixpanel, HubSpot, Hotjar, Sentry) with DPAs required. However, Privacy Policy states 'No other 3rd parties have access to the personal data collected from the users' but lists analytics vendors with access to user email/IP. Sub-processor list exists but some sharing (analytics) is not fully transparent in terms of scope.
“[DPA] Annex B lists sub-processors including AWS, Google Cloud, Microsoft Azure, Mixpanel, HubSpot. [Privacy] 'We use mixpanel for user analytics, Hotjar helps us analyze how users interact with our website, while Sentry helps us identify and fix errors in our software. They have access only to user data like email.'”
Privacy Policy clearly states: 'We store data for 2 years followed by 5 years of archival.' DPA Section 7.2 requires deletion within 30 days of written instruction on termination. Retention periods are explicit and deletion procedures are documented.
“[Privacy] 'We store data for 2 years followed by 5 years of archival.' [DPA] 'On termination of the Agreement for any reason or expiry of its term we will immediately cease processing Authorised User Data and Customer End User Data and will within 30 days of being instructed in writing by the Customer either securely delete or destroy or return all of the personal data.'”
DPA establishes customer as controller and Asksenti Ltd as processor with no ownership claims over customer data or outputs. No license grant to vendor is mentioned. Customer retains full control and responsibility for personal data provided.
“[DPA] 'Customer as Controller. The Customer and Asksenti Ltd acknowledge that for the purpose of Data Protection Laws, the Customer is the controller and Asksenti Ltd is the processor.' 'Customer retains control of the personal data and remains responsible for its compliance obligations.'”
Privacy Policy mentions GDPR compliance and references FIPS 140-2 encryption standards, but does not explicitly claim SOC 2 Type II, ISO 27001, or HIPAA certifications. DPA includes comprehensive security measures (Annex C) and references to UK/EU GDPR compliance, but formal certification status is not stated.
“[Privacy] 'Mixpanel, Hotjar and Sentry are GDPR compliant.' 'We use 256-bit Advanced Encryption Standard (AES-256) which is compliant with standards outlined in FIPS 140.' [DPA] Annex C outlines 'Technical and Organisational Measures' but no formal certifications listed.”
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