Prioritize Urgent Complaints That Have Negative Sentiment

Identify and escalate critical customer issues efficiently with Aide AI

Customer support teams often face challenges in identifying and addressing urgent complaints with negative sentiment among a high volume of incoming messages. Overlooking these critical issues can lead to customer frustration and potential damage to your brand’s reputation. Aide’s topic detection and sentiment analysis capabilities offer a solution to this challenge, ensuring that critical issues are promptly escalated and addressed, thus improving customer satisfaction and preventing potential crises.

What you’ll accomplish

By following these steps, you’ll configure Aide to detect urgent complaints with negative sentiment and assign them high priority status. This will allow your support team to identify and respond to critical issues more efficiently, reducing response times for your most pressing customer concerns. Once set up, you can adjust topic definitions and explore additional actions, such as assigning these issues to specific team members.

Pre-requisites

• Helpdesk integration (Zendesk, Front) or Aide Chatbot

Task outline and guidelines

For this use case, you will:

• Create an Urgent Complaint Topic
• Set up a Workflow to detect urgent complaints with negative sentiment
• Create a Macro to apply a high priority tag/status
• Optionally, configure the Workflow to assign urgent complaints to a specific team member

Setting it up in the app

Tip: You can import the Urgent Complaint Prioritization Workflow template to get started. This comes packaged with the necessary Topic, Workflow, and Macro.

Otherwise, follow the steps below.

Create the “Urgent Complaint” Topic

1. Go to the Topics page and click +create topic
2. Name the Topic Urgent Complaint and provide a description, such as “Customer expressing urgent dissatisfaction or reporting a critical issue”
3. (Optional) Add example conversations that represent different types of urgent complaints with negative sentiment

Create the Macro

1. Go to the Workflows page and click the Macros tab
2. Click +create macro
3. Name the Macro High Priority
4. Add an action to apply a “High Priority” tag to the conversation, or, if your helpdesk supports it, set “Priority” to “High.”
5. (Optional) Add a rule to assign the ticket to a certain team member

Create the Workflow

1. Go to the Workflows page and click +create workflow
2. Name the Workflow Urgent Complaint Prioritization
3. Add the following condition:
   • Topic is Urgent Complaint
4. Under Macros, select the High Priority Macro
5. Enable then save the Workflow

Configure your helpdesk

Now, make sure your helpdesk is configured to surface these prioritized tickets.

In Front

Create a view for open tickets that have the high priority tag. Read more about Front views here.

In Zendesk

Zendesk supports priority natively, so you can see the priority of each open ticket and sort by priority. Further, if you want to create a specialized view for high priority tickets, read here.

Test it

1. Send a test email or start a chat conversation with your support inbox or chatbot, mimicking an urgent complaint with negative sentiment
2. Verify that the Urgent Complaint Topic was identified and the Workflow was triggered
3. Check that the “High Priority” tag was applied to the conversation
4. (If configured) Confirm that the conversation was assigned to the specified team member

Next steps

• Regularly review and provide feedback on the Urgent Complaint Topic predictions to improve accuracy
• Monitor the performance of the Workflow and adjust conditions as needed
• Consider creating additional Topics for specific types of urgent complaints (e.g., Product Malfunction, Service Outage)
• Explore setting up notifications for your team when high priority issues are detected
• Analyze response times and resolution rates for prioritized complaints to measure the impact of this process