Use cases
Customer risk looks different to every team.
SentiWise is one product for several kinds of customer risk. Each use case below maps to a signal SentiWise is being built to detect, and to the people who would act on it.
For Complaints, customer relations and resolution teams
Complaints and escalations
Emerging dissatisfaction is easy to miss when it is spread across emails, tickets and case notes. SentiWise looks for the signs of a likely formal complaint or escalation so a team can respond before it hardens.
Signals involved
- rising frustration and negative sentiment
- likely formal complaints or escalation
For Vulnerability, safeguarding and customer care leads
Vulnerability and safeguarding
Indicators of vulnerability or safeguarding concern can appear in the way a customer communicates, not just in what they ask for. SentiWise highlights those indicators so the right people can review the case.
Signals involved
- vulnerability and safeguarding indicators
For Service delivery and operations teams
Repeated service failures
A single case can look routine while the same failure keeps recurring across a customer journey. SentiWise surfaces repeated service failures so underlying causes can be addressed.
Signals involved
- repeated service failures
For Case management and service desk teams
Approaching SLA deadlines
Cases that are close to breaching a service commitment need attention while there is still time to act. SentiWise flags approaching SLA deadlines alongside the evidence behind the risk.
Signals involved
- approaching SLA deadlines
For Customer success, retention and leadership teams
Churn and reputational risk
Dissatisfaction that is not resolved can turn into lost customers and public criticism. SentiWise brings churn and reputational risk into view early enough to intervene.
Signals involved
- churn and reputational risk
- rising frustration and negative sentiment
For Frontline case handlers and team leaders
Cases needing early intervention
Teams do not need another score to interpret; they need cases that deserve attention and the reasons why. SentiWise points to cases requiring early intervention and explains the evidence.
Signals involved
- cases requiring early intervention
