AI Driven Sentiment Analysis Workflow for Escalation Management

Sentiment Analysis for Escalation Management

1. Data Collection

1.1. Customer Interaction Data

Gather data from various customer interaction channels, including:

• Live chat transcripts
• Email communications
• Social media interactions

1.2. Integration with AI Tools

Utilize AI-driven products such as:

• Zendesk: For ticketing and customer service data.
• Intercom: For real-time chat data collection.

2. Sentiment Analysis

2.1. AI-Driven Sentiment Analysis Tools

Implement AI tools to analyze customer sentiment:

• IBM Watson: For natural language processing to identify sentiment from text.
• Google Cloud Natural Language: For sentiment analysis and entity recognition.

2.2. Sentiment Scoring

Assign sentiment scores to interactions based on:

• Positive, negative, or neutral sentiment.
• Intensity of emotions expressed.

3. Escalation Triggers

3.1. Define Escalation Criteria

Establish criteria for escalation based on sentiment scores:

• Negative sentiment score below a defined threshold.
• Repeated negative interactions from the same customer.

3.2. Automated Escalation Process

Utilize AI to automate escalation:

• Integrate with customer service platforms to route escalated cases to senior agents.
• Use chatbots to inform customers about the escalation process.

4. Resolution and Follow-Up

4.1. Resolution Documentation

Document resolutions for escalated cases:

• Update customer records with resolution details.
• Log feedback for continuous improvement.

4.2. Customer Feedback Loop

Implement a feedback mechanism:

• Follow up with customers post-resolution using automated surveys.
• Analyze feedback to improve sentiment analysis algorithms.

5. Continuous Improvement

5.1. Performance Metrics

Monitor key performance indicators (KPIs) such as:

• Response time for escalated issues.
• Customer satisfaction scores post-escalation.

5.2. AI Model Refinement

Regularly refine AI models based on:

• New data collected from customer interactions.
• Feedback from customer service representatives.

6. Reporting

6.1. Generate Reports

Utilize reporting tools to generate insights:

• Dashboard tools like Tableau or Power BI for visualizing sentiment trends.
• Regular reports on escalation rates and resolution effectiveness.

6.2. Stakeholder Communication

Communicate findings and improvements to stakeholders:

• Monthly review meetings to discuss sentiment analysis outcomes.
• Share insights on customer service enhancements driven by AI.