# Sentiment

> Sentiment is a London and Salt Lake City based customer service software company that pulls every digital channel - social media, WhatsApp, live chat, email, Messenger - into one conversational inbox, then layers OpenAI-powered assistants and a low-code workflow builder on top so contact centers can automate the repetitive half of their work. Founded by Leon Chaddock, who built one of the world's first social listening companies in 2007, Sentiment now runs support for retailers and enterprises including Debenhams, Boohoo and UCAS.

- **Founded:** 2007
- **Headquarters:** London, United Kingdom
- **Founders:** Leon Chaddock (CEO and Founder)
- **Team size:** ~13 employees
- **Products:** Sentiment Platform (Unified Inbox), AI Assistants for Contact Centers, Sentiment Flow
- **Notable:** Helped Debenhams route 50% of customer care volume to AI, with reported savings of millions per year, Cut uSwitch's average social response time from several hours to 11 minutes with the same team size, Increased customers responded to by 1385% for Jamaii Telecom

## Products & services

- **Sentiment Platform (Unified Inbox)** — A cloud customer service platform with a conversational interface that consolidates social media, messaging apps, web chat, reviews and email into one shared inbox, with automatic routing by SLA and priority, smart classification, canned responses and real-time analytics.
- **AI Assistants for Contact Centers** — Done-for-you AI assistants built on OpenAI LLMs that automate repetitive customer conversations across Messenger, WhatsApp, Instagram and iMessage, with handover to human agents when needed. Priced from $0.25 per customer conversation.
- **Sentiment Flow** — A low-code, no-code workflow builder with interactive decision trees that embeds a conversational interface inside existing tools like Zendesk, Salesforce, Genesys and Talkdesk. Reported gains include 90% reduction in onboarding time and 40% lower average handling time. From $25 per user per month.

## Achievements

- Helped Debenhams route 50% of customer care volume to AI, with reported savings of millions per year
- Cut uSwitch's average social response time from several hours to 11 minutes with the same team size
- Increased customers responded to by 1385% for Jamaii Telecom
- Enabled eBay-scale teams to handle roughly 3x the volume without adding headcount
- Raised Series A funding in 2017 backed by Elderstreet Investments and The FSE Group
- Sustained an 18-year run across the shift from social listening to AI customer service

## Latest updates

- **2023-06** — Expanded named customer roster with UCAS and continued rollout of AI assistants for contact centers.
- **2023-01** — Launched done-for-you AI assistants built on OpenAI LLMs, priced from $0.25 per conversation.
- **2022-08** — Introduced Sentiment Flow, a low-code workflow builder embedding into Zendesk, Salesforce, Genesys and Talkdesk.

## Links

- Website: https://www.sentiment.io
- LinkedIn: https://www.linkedin.com/company/sentimentio
- Twitter/X: https://twitter.com/smetrics
- Facebook: https://facebook.com/smetrics

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Profile page: https://yespress.io/sentiment
Published by YesPress — https://yespress.io
Last updated: 2026-08-19