And then half the time you get to the rep and you’re just beyond pissed off because you’ve heard the same menus 5 times now trying to get a rep.
I’ve started yelling “get me a fucking representative or I’m hanging up” at the bots. It works shockingly often, especially if moneys involved. Then I’m nice and polite to the rep. Isn’t their fault.
Though if I ever meet one any of the people that work on these systems, they better hope it isn’t in a dark alley…
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.
And then half the time you get to the rep and you’re just beyond pissed off because you’ve heard the same menus 5 times now trying to get a rep.
I’ve started yelling “get me a fucking representative or I’m hanging up” at the bots. It works shockingly often, especially if moneys involved. Then I’m nice and polite to the rep. Isn’t their fault.
Though if I ever meet one any of the people that work on these systems, they better hope it isn’t in a dark alley…
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
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.
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.