Development of AI System for Negative Detection and Escalation to Supervisor
The system automatically detects critical situations in calls: escalating negativity, threats, complaints, churn risk — and immediately notifies the supervisor for real-time intervention.
Detectable Events
- Sustained anger (>30 sec)
- Legal threats (lawsuit, complaint)
- Churn risk (intent to leave)
- Complaint escalation
- Operator confusion
- Silence issues
- Profanity
Escalation Detection Algorithm
Detects:
- Legal threat patterns: "court", "lawyer", "complaint", "prosecutor"
- Churn patterns: "cancel contract", "leave", "switch provider"
- Accumulated negative sentiment (3+ negative utterances)
- Supervisor notifications via WebSocket
Timeline: negative detector + notifications — 3–4 weeks. Supervisor dashboard — +2–3 weeks.