Emotion-Value Intelligence For Revenue Conversations
Equilibria reads customer conversations against an empirical model of emotion, values and behaviour, and tells your team what to say next. Most of what predicts churn never sounds negative, which is why your current tools score it neutral.
THE BLIND SPOT
It is an ordinary service call, handled correctly, where nobody says anything about leaving. It is the discovery call that went well and then went quiet. Nothing negative is said, so nothing gets flagged. Equilibria reads those same conversations against a research base built on 60,000 empirical interviews, and surfaces the states that carry no negative language at all.
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The emotional state behind the words, not the tone of them.
A single quantified score for how far the prospect has moved from equilibrium.
Toward you or away from you, and how fast. Direction is what tells you whether there is still time.
The specific response most likely to restore the relationship, and the state to move them toward.
HOW IT WORKS
Standard sentiment tools return a label. Equilibria returns a diagnosis, and the words to act on it. Use it two ways: plug the API into your platform, or add the browser extension to your agents' desktop.
Sits in your agent's browser. Reads the conversation and suggests what to say next, without switching screens.
Send a conversation, get structured results back. Built for CX platforms, contact centre software and CRMs.
Every outcome our partners share makes the model more accurate for the next conversation.
WHAT YOU GET
A tone score tells you how something sounded. Equilibria returns five layers on every conversation, ready to drive a prompt, an alert or a workflow.
Which of 129 mapped emotional states the person is in. Not the tone of the words, the state underneath them.
A single quantified score for how far this person has moved from centre. The most differentiating number we return.
Improving, stable or declining across the call. Direction is what tells you how much time is left.
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The state to move them toward, so your team knows where the conversation needs to go. Two to three ready-to-read sentences in a warm, neutral or direct tone.
WHERE IT APPLIES
Why people commit, and why they walk away, is a single question. Your sales floor asks it at the start of the relationship and your retention desk asks it at the end. The same engine answers both, because the input is the same: what the person said, in their own words. We work with organizations that earn recurring revenue from consumers, or run a recorded sales floor. Telecom, subscription services, credit unions, insurance, energy and membership organizations are typical.
Find the customers drifting during ordinary service calls, weeks before anyone rings to cancel, and spend your save offers on the ones who can still be kept.
Read the buyer, not the rep. See why a deal is going quiet and give your rep the words to recover it.
CX, contact centre and CRM providers can add emotion intelligence to their own product through one API.
Why Equilibria AI
Positive, negative and neutral are three categories for something that has far more than three states. Equilibria applies a quantified model of emotional states and the behaviour that follows them. It surfaces the states that carry no negative language, measures displacement on an empirical scale, and names the response most likely to restore balance.
The framework is an exclusively licensed emotion-value model, developed over ten years and mapping emotional states to the personal values behind them and the decisions that follow. It was not inferred from text patterns or language model training data, and no one else can license it.
We translate that into the number your team is measured on: save rate, or close rate.
Worldwide exclusive rights to the underlying framework. It cannot be bought off the shelf or rebuilt from a language model
An API for your platform, an extension for your agents. No rebuild of your stack.
Outcome data from our partners trains a model no one else can access.
We work from conversation text only. No account numbers or payment details. The less we hold, the less there is to protect.
CONTACT
