Skip to main content
People don’t always say what they feel. Someone can call your pricing “fine” while their voice tightens and their face says otherwise. Emotion analysis reads all three signals separately, so you catch the gap between what was said and what was felt.

​
Why it matters

Transcripts flatten everything to words. But the difference between “resigned about a problem” and “angry about a problem” changes what you should do about it — and the moments where someone’s words and delivery disagree are usually where the real finding lives.

​
What’s in it

Every participant contribution is scored on three independent channels:
  • Words — what they said, read from the transcript in context
  • Voice — pitch, pace, energy, laughter, sighs, vocal tension
  • Face — micro-expressions, brow, mouth, eyes, head posture
Each channel maps to one of seven emotions: happiness, surprise, neutral, sadness, anger, disgust, fear. Low-confidence reads are filtered out rather than guessed at.

​
When the channels disagree

The most useful signal is divergence — when the channels don’t match. Humanize flags recognizable patterns:
  • Smiling through it — the face shows happiness while the voice or words are negative
  • Forced positivity — the words are positive but the voice or face isn’t buying it
  • Mixed signals — channels disagree without a clean pattern
Each participant’s panel shows how often their words, voice, and face disagreed, and which of these patterns came up most.

​
Where it shows up

  • Summary — the Emotional Intelligence section shows the emotion distribution for each question in your guide, so you can see which topics sparked which reactions.
  • Deep Dive — open a question to see its emotional response and the quotes behind it.
  • Participant panel — click anyone on the Responses tab to see their emotional fingerprint, a timeline of their emotional cues, and how often their words, voice, and face disagreed. In a focus group study, switch the tab to Participants first.

​
Reading it well

  • Treat divergence as a prompt to watch the session. The participant panel tells you whose signals disagreed. The recording tells you what it means.
  • Compare, don’t read one result in isolation. “More anger than any other question” is a finding. “Some anger” usually isn’t. The Summary puts every question’s emotions side by side, and Compare in Deep Dive splits one question’s emotions by a screener answer, so you can see which group reacted differently.
  • Expect plenty of neutral. Most conversation is neutral. The peaks are what matter.