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Customer service sucks because they want you to give up. Saves on wages, saves on resolving your issue/return (lemmy.ml)

submitted 1 month ago* (last edited 1 month ago) by [email protected] to c/[email protected]

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[–] [email protected] 0 points 1 month ago (3 children)

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

[–] [email protected] 0 points 1 month 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.

[–] [email protected] 0 points 1 month 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.

[–] [email protected] 0 points 1 month ago* (last edited 1 month 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.