this post was submitted on 24 Sep 2024
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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 5 days ago* (last edited 5 days ago) by UltraGiGaGigantic@lemmy.ml to c/shitposting@lemmy.ml
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[–] FlihpFlorp@lemm.ee 6 points 4 days 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

[–] Rade0nfighter@lemmy.world 3 points 4 days ago* (last edited 4 days 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.

[–] WaxedWookie@lemmy.world 9 points 4 days 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.

[–] LifeOfChance@lemmy.world 6 points 4 days 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.