What it does
Analyzes the emotional tone and sentiment of ticket communications. Identifies frustrated customers, urgent situations, and tracks how sentiment changes over time.
When it runs
Triggered when a signal is created and on subsequent updates, so it can track sentiment changes throughout the ticket lifecycle.
Output
Sentiment — very negative, negative, neutral, positive, or very positive
Tone — angry, frustrated, concerned, neutral, satisfied, urgent, calm
Frustration level — none, low, medium, high, or critical
Urgency indicators — phrases like "ASAP", "immediately", "critical"
Escalation recommended — whether the situation warrants escalation
History — tracks how sentiment changes over time (last 5 readings)
Configuration
Setting | Default | Description |
Confidence threshold | 65% | Minimum confidence to apply sentiment |
Auto-escalate | Off | Automatically escalate on critical frustration |
Track changes | On | Track sentiment over time |
Use cases
Identify upset customers needing immediate attention
Route high-frustration tickets to senior technicians
Track customer satisfaction trends across your organization
Intervene proactively when sentiment is deteriorating
Enabled by default: Yes