AI pre-escalation alerts for customer service
The Pre-escalation Alert watches open cases for warning signs such as repeat contacts, slow replies and frustrated language, and alerts the account team before a customer escalates, so problems get fixed while they are still small.
Operational Intelligence
Pre-escalation Alert
Watches open cases for warning signs such as repeat contacts, slow replies and frustrated language, and alerts the account team before a customer escalates.
How it works
- 1
Watch open cases
The agent follows every open case in your service desk, alongside the account's CRM record.
- 2
Read the warning signs
Repeat contacts, slow replies and frustrated language on the same case.
- 3
Alert the account team
The right people hear about an at-risk customer before the customer escalates.
- 4
Step in early
The team sees the case history and the account in one place, and acts while the problem is still small.
Ask questions like these
Ask the Pre-escalation Alert agent in plain language; every answer shows its sources.
- Which customers are at risk of escalating this week?
- Which open cases have had three or more contacts in 48 hours?
- Which accounts with open cases also renew this quarter?
Works with the systems you already run
Uses your operations systems and CRM, through connectors such as these.
More Operational Intelligence agents
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- Assisted Fault DiagnosisGet suggested fixes for every issue, based on what worked in similar cases and what to avoid, from your own knowledge base.
- Customer Sentiment AnalyzerTrack customer sentiment from subtle signals, spot signs of quiet churn and link them to service status, so problems get fixed early.
- Customer 360 DashboardSee customer relationship health in one dashboard. Build your own dashboards, share them with your team and use them to run your operations.
- Renewals OptimizerLink upcoming renewals to service status and satisfaction, so unspoken issues get addressed before they cost you a customer.
See the Pre-escalation Alert agent at work
Questions about Operational Intelligence or this agent? Send us a note and we'll get back to you by email.