This feature was created to identify signs of irritation, impatience, or dissatisfaction on the part of the customer and, based on this, automatically escalate the conversation to human service.
The objective is to improve the user experience in more sensitive moments and contribute to the quality of service. This functionality has already been tested in some projects with positive results, and now we are taking it to all the others.
We will closely monitor performance in the early days and, if we notice any unexpected behavior, we will make the necessary adjustments.
If you want to better understand how the detection logic works or have questions about the scaling criteria, criamos um artigo que pode ajudar!