What is it?
ClaudIA can detect when a customer becomes frustrated during a conversation. When this happens, she can automatically transfer the support to a human agent, ensuring the issue is handled more carefully.
How it works
Every message from the customer is analyzed and assigned a frustration score. This score accumulates until it reaches the configured limit.
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1 point — Mild irritation The customer shows impatience or makes repeated complaints, but without aggression.
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3 points — Frustrated Stronger complaints about the service/product, tense tone, risk of cancellation, mention of billing/refund, or occasional use of mild swear words.
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5 points — Highly frustrated The customer threatens to cancel, writes IN ALL CAPS, asks to speak with a supervisor, uses strong swear words frequently, or threatens legal action.
When the total reaches 5 points (or the configured value), ClaudIA transfers the support.
She sends a standard message to the customer and logs an internal note explaining the reason for the transfer.
How to configure
In the Hub, under the Settings tab, you can:
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Enable or disable the feature.
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Set the maximum allowed score (default is 5 points).
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Edit the message sent to the customer when frustration is detected.
How to identify in the Hub
Whenever this feature is enabled, the reason for the transfer will be recorded with “Reason: Frustration detected”.
This appears in both the Hub and the Helpdesk.