Real-time sentiment routing for support
Route upset customers based on real-time sentiment analysis to higher-skill support agents
AA clean typed decision (yes/no, a pick from a list, or a level on a scale) that is concrete, repeats routinely, and has meaningful value.5.45
Key facts
- Vertical
- Cross-industry
- Function
- Support & CX
- Status
- Seen in the wild
- Volume
- high
- Value
- meaningful
- Risk
- moderate
- Evidence
- described plan
- Flags
- None
Source: https://nowdesk.com/blog/implementing-real-time-sentiment-routing-technical-guide/
Build this with a classifier
Define a typed decision with a bounded answer, then evaluate it on examples.
{
"decision_type": "choice",
"question": "Does this input match the decision in “Real-time sentiment routing for support”?",
"input": "<input to classify>",
"output": "one label from a fixed list"
}Related use cases
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