The Nuance of Human Emotion
Traditional sentiment analysis classifies text as Positive, Negative, or Neutral. But in customer support, “Negative” isn’t enough. Is the customer angry? Disappointed? Urgent? Or just sarcastic?
Detecting Urgency vs. Anger
A customer saying “I need this fixed NOW” is urgent but maybe not angry yet. A customer saying “This is the third time I’m asking” is frustrated. Dexra’s models distinguish these nuances to route tickets differently.
- Urgent: Route to available agent immediately.
- Frustrated: Route to retention specialist or manager.
Handling Sarcasm
“Great, another delay. Just what I needed.” — A basic model sees “Great” and thinks Positive. Dexra’s context-aware models recognize the pattern of delay + “Just what I needed” as Sarcasm/Negative.
Real-time Triage
We process every incoming message in milliseconds. Before it even hits an agent’s inbox, it’s tagged with a sentiment score and an urgency flag. This allows for dynamic prioritization queues, ensuring the most critical fires are put out first.