AI detects customer sentiment and adjusts tone for empathetic, appropriate responses.
One-size-fits-all responses fail when customers are frustrated, angry, or upset. AI adjusts tone based on detected sentiment.
70%
Of upset customers churn without empathy
45%
Of complaints escalated unnecessarily
2x
Retention with empathetic response
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I am absolutely furious. I've been charged for a service I cancelled TWO MONTHS ago. This is the third time I've contacted you about this. Fix it NOW or I'm disputing every charge with my bank.
AI-Generated Draft
I am truly sorry, and I completely understand your frustration. Being charged for a cancelled service — especially after contacting us multiple times — is unacceptable. You have every right to be upset. **Here's what I'm doing right now:** 1. **Immediate refund**: I'm processing a full refund for all charges since your cancellation date. You should see this within 3-5 business days. 2. **Cancellation confirmed**: I've verified that your subscription is now fully cancelled. You will not be charged again. 3. **Root cause**: I'm investigating why your previous cancellation requests weren't processed correctly, so this doesn't happen to anyone else. **Refund Breakdown:** - Month 1 post-cancellation: $XX.XX - Month 2 post-cancellation: $XX.XX - Total refund: $XX.XX I want to make this right. If there's anything else I can do, please don't hesitate to reach out. You'll receive a refund confirmation email once processed. Again, I sincerely apologize for this experience.
AI detects frustration, urgency, and sentiment to adapt responses.
Empathetic first responses prevent unnecessary escalations.
Sentiment-appropriate responses retain customers who would otherwise churn.
AI shifts between professional, empathetic, and celebratory tones as needed.
AI analyzes language patterns, urgency cues, and emotional indicators to classify sentiment and adapt the draft accordingly.
Yes — set rules like 'always flag angry emails for senior review' or 'use extra-empathetic tone for repeat complaints.'
AI is trained to detect common sarcasm patterns, but the review workflow ensures your team catches any misreadings.
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