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this post was submitted on 24 Sep 2024
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I’ve heard some systems can detect the tone and irritated people go through easier
I have no idea where I got this information so don’t quote me on this
I used to work adjacent to this space, and yeah - it's certainly a thing, but from my understanding, it's not particularly widely used, and where it is, it's FAR more commonly used for assessing rep performance and the like rather than call queue triage.
It's definitely a thing. I've called two different places first time I lost my shit on the menu then got a person. 2nd time I tested it with "are you fucking kidding me?!" Got a rep. I plan to continue until it doesn't work.
This is definitely a concept for emails/tickets so i assume it is for calls.
It’s called “sentiment” analysis.
Priority can also be given in some systems by customer value.