Social-enterprise use of sentiment analysis wins SME AI Impact Award (Singapore)
A Singapore-based social enterprise, Agape Connecting People, was recognised among 30 SMEs at the SME AI Impact Awards for using real-time sentiment analysis in its call centre operations. The technology aims to gauge customer emotions during calls to guide operators on how to respond and reduce tension.
What happened
At the SME AI Impact Awards ceremony on Oct 13, organisations were recognised for adopting AI solutions in small and medium-sized enterprises. Agape Connecting People, a social enterprise, uses artificial intelligence to analyse customer sentiment in real time during phone calls. This helps operators adjust their tone and approach to calm tense conversations and respond more empathetically.
Key facts
- Event: SME AI Impact Awards ceremony, part of IMDA’s SMEs Go Digital Day.
- Organisers: Infocomm Media Development Authority (IMDA) and Singapore Business Federation.
- Recipient: Agape Connecting People, among 30 SMEs recognised for AI use.
- Technology: Real-time sentiment analysis to guide call-centre interactions.
- Purpose: De-escalate tension and improve customer experience during calls.
Who is affected
Employees at Agape Connecting People’s call centre use the sentiment data to inform how to respond to customers. Customers calling the centre may experience more empathetic handling when emotions such as frustration or concern are detected.
Practical next steps
- Businesses considering AI in customer service should assess how sentiment analysis could fit their operations while protecting customer data and consent norms.
- SMEs can look into government or industry awards to validate and share their AI achievements.
- Consumers should stay informed about how sentiment data is used in calls and what controls exist over data privacy.
Limits and questions
The summary does not detail the exact AI technology, data sources, or privacy safeguards used by Agape Connecting People. It also does not specify the broader business model or outcomes beyond recognition at the awards ceremony.
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