Valence provides emotion AI that analyzes voice interactions to detect and classify customer emotions throughout sales and support calls. By integrating its Pulse API with human or AI voice agents, businesses can capture real‑time emotional signals and tailor responses to improve empathy, boost sales, and increase loyalty. The platform also enables the creation of empathetic, agentic AI voice agents that maintain a natural, human‑like conversational experience.
Funding
Funding not disclosed
Founders
Product
Problem
Customer service and sales teams often lack real-time insight into how callers feel during conversations, making it difficult to adjust tone, address concerns, and optimize outcomes. Traditional analytics rely on post-call transcripts or surveys, which miss nuanced emotional cues present in voice signals.
Solution
Valence offers an emotion AI platform that processes live voice streams from human or AI agents to detect and classify emotional states in real time. The Pulse API captures audio, applies deep‑learning models to extract tone, pacing, and other vocal features, and returns structured emotion data that can be integrated into contact‑center workflows, CRM systems, or generative voice agents. By surfacing inflection points during calls, the platform enables agents to respond with empathy, improves automated agent fluency, and feeds emotion metrics into analytics dashboards for continuous performance improvement. The technology is built on proprietary audio signal processing pipelines and diverse speech datasets, delivering high accuracy while maintaining data transparency and user control.
Target Audience
Primary customers are contact‑center operators, sales enablement teams, and developers of voice‑based AI agents who need real‑time emotional insight to enhance customer interactions.
Features
- Real‑time emotion detection from live speech using patented deep‑learning audio models
- Pulse API that captures voice streams from both human and generative AI agents
- Structured emotion outputs (e.g., joy, frustration, confidence) that can be combined with transcripts and intent data
- SDKs and integration hooks for contact‑center platforms, CRM systems, and voice‑agent frameworks
- Support for emotion‑aware IVR and agent‑assist coaching tools that trigger prompts based on detected sentiment
- Compatibility with third‑party voice synthesis providers (e.g., ElevenLabs, Cartesia) to create emotionally expressive AI agents