• @[email protected]
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    62 months ago

    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

    • @WaxedWookie
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      92 months ago

      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.

    • @LifeOfChance
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      62 months ago

      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.

    • @Rade0nfighter
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      2 months ago

      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.