Sentiment Analysis Routing
Analyze incoming customer messages for sentiment and urgency, then route to the appropriate team or response template automatically.
What you get
Messages automatically classified by sentiment and urgency, routed to the right team, with suggested response templates attached.
- 1
Ingest incoming messages from all channels: email, chat, social media, support form
- 2
AI analyzes each message for sentiment (positive, neutral, negative, angry) and emotional intensity
- 3
Detect urgency signals: words like 'urgent', 'immediately', 'losing money', time-sensitive mentions
- 4
Classify issue category: billing, technical, account, feature request, bug, general inquiry
- 5
Apply routing rules: angry+urgent -> senior agent immediately; negative+non-urgent -> standard queue; positive -> community team
- 6
Attach a suggested response template based on category and sentiment, with personalization fields
- 7
Track routing accuracy and resolution times; refine rules monthly based on outcomes
Tools used in this workflow
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