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Customer Review Sentiment Analysis

Customer Review Sentiment Analysis

CRM

Query Triage and Escalation

This AI customer support agent task automates query triage and escalation prediction. The task configuration outlines how to:

  • Analyse incoming customer queries for complexity and urgency assessment

  • Categorise and route inquiries based on predefined criteria

  • Predict escalation likelihood to specialist teams

  • Identify key escalation factors and triggers

  • Suggest optimal support tier allocation


As a modular task, it integrates with existing customer support platforms and ticketing systems, enabling AI agents to execute systematic query assessment within established support workflows. The task specification includes outputs for complexity evaluation, routing recommendations, and escalation predictions, adaptable across various industries including technology, telecommunications, financial services, and utilities sectors. The configuration supports customisation for organisation-specific triage requirements and escalation protocols.

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Example outputs:

[
  {
    "query_category": "Technical Support",
    "complexity_level": "High",
    "urgency_level": "High",
    "escalation_probability": "High",
    "escalation_factors": [
      "Multiple failed troubleshooting attempts",
      "Service outage affecting business operations",
      "Customer expressing significant frustration"
    ],
    "suggested_support_tier": "Tier 3 Technical Support",
    "key_issues": [
      "Persistent server downtime",
      "Data accessibility problems",
      "Potential security breach concerns"
    ],
    "recommended_actions": [
      "Immediately escalate to Tier 3 Technical Support",
      "Prioritise case due to business impact",
      "Prepare detailed case history for escalation team",
      "Offer temporary workaround if possible"
    ]
  },
  {
    "query_category": "Billing Inquiry",
    "complexity_level": "Medium",
    "urgency_level": "Medium",
    "escalation_probability": "Low",
    "escalation_factors": [
      "Query involves recent account changes",
      "Discrepancy between expected and actual charges"
    ],
    "suggested_support_tier": "Tier 1 Billing Support",
    "key_issues": [
      "Unexpected charge on monthly statement",
      "Confusion about new pricing structure"
    ],
    "recommended_actions": [
      "Review recent account changes with customer",
      "Explain new pricing structure in detail",
      "Offer to go through the bill line by line",
      "Provide information on how to monitor usage"
    ]
  },
  {
    "query_category": "Product Information",
    "complexity_level": "Low",
    "urgency_level": "Low",
    "escalation_probability": "Low",
    "escalation_factors": [],
    "suggested_support_tier": "Tier 1 General Support",
    "key_issues": [
      "Inquiry about product features",
      "Compatibility questions"
    ],
    "recommended_actions": [
      "Provide detailed product information",
      "Share relevant product documentation",
      "Offer comparison with similar products if applicable",
      "Suggest demo or trial if available"

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Customer Review Sentiment Analysis

Customer Review Sentiment Analysis