Use Case - Advanced Status Labels for Confluence
Real-Time Sentiment Alerts and Escalations in JSM
Detect frustrated customers instantly and trigger proactive alerts, escalations, and faster responses to protect satisfaction and loyalty.
Use Case
Real-Time Sentiment Alerts and Escalations in JSM
The Challenge:
Busy enterprise service desks often handle hundreds or thousands of support requests each day, making it nearly impossible to manually monitor the emotional tone of every customer interaction. In high-volume environments, it’s common for agents to have delayed response cycles—sometimes 24 hours or longer—leaving emotionally charged customer replies unnoticed. If a frustrated or angry customer isn’t addressed quickly, it can result in escalations, churn, or damage to Net Promoter Score (NPS) and long-term brand trust.
How AI Insights Prevents Frustrated Customers from Being Left Behind:
AI Insights continuously analyzes sentiment within issue summaries and comments in Jira Service Management, detecting frustrated or negative tones in real time. When customer frustration is identified, those issues are:
- Automatically flagged and included in an escalation filter, allowing support leads or managers to instantly view and prioritize high-risk tickets.
- Elevated in priority through simple automation rules — for example, automatically increasing the issue priority to “High” if a frustrated sentiment is detected.
- Paired with immediate notifications to key stakeholders or team leads, prompting faster response times and more empathetic engagement from senior agents.
This allows service teams to proactively intervene before frustration becomes a formal complaint or negative public review.
How It’s Better Than Default JSM Functionality:
Jira Service Management’s native capabilities rely on explicit customer actions—like filling out CSAT surveys or tagging tickets manually—for escalation insight. This leaves a blind spot for sentiment expressed in natural conversation. AI Insights goes far beyond, offering:
- Passive, real-time emotional analysis using NLP (Natural Language Processing)
- Fully automated triggers based on customer mood—not just ticket status
- Dashboards and filters based on real-time emotional state, not just SLA
Enterprise Benefits:
- Prevents churn before it happens by identifying unhappy customers the moment they express dissatisfaction
- Improves NPS and CSAT scores through faster response to high-risk cases
- Empowers team leads with real-time oversight of emotional hotspots across support queues
- Automates escalation workflows without waiting for customer surveys
- Boosts agent performance by enabling targeted coaching based on emotional interactions
With AI Insights, enterprise support desks don’t just manage tickets—they manage relationships, emotions, and outcomes, in real time.
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