Real-Time Customer Sentiment Score

The Challenge

Understanding customer health requires checking multiple systems:

• Support tickets — volume, severity, resolution times
• Product usage — engagement trends, feature adoption
• Communications — email tone, meeting sentiment
• Account status — renewal dates, expansion potential

By the time you spot a problem, it's often too late.

The AI Desk Solution

AI Desk continuously monitors customer signals and delivers a real-time sentiment score with actionable context.

The Workflow

Step 1: Select Customer Account

Input: "What's the sentiment for Acme Corp?"
Connectors Used:
├── Zendesk (support tickets)
├── Salesforce (account data)
├── Product Analytics (usage data)
├── Gmail/Slack (communications)
└── Gong (call sentiment)

Step 2: Signal Aggregation

AI Desk analyzes:

• Recent support activity and CSAT scores
• Usage trends compared to baseline
• Communication tone and frequency
• Account status and risk indicators

Step 3: Sentiment Report

Delivers actionable health assessment.

Example Output

💚 Customer Sentiment: Acme Corp

OVERALL SCORE: 72/100 (Neutral)
Trend: ↗️ Improving (+5 from last month)

SIGNAL BREAKDOWN

SUPPORT HEALTH: 🟢 Good
├── Open tickets: 1 (low severity)
├── Tickets this month: 3 (down from 7)
├── Avg resolution: 4 hours (within SLA)
└── Recent CSAT: 4.5/5

PRODUCT USAGE: 🟡 Moderate
├── Daily active users: 245/300 (82%)
├── Trend: Stable (no change)
├── Feature adoption: 6/10 core features
└── Note: Low adoption of new dashboard

COMMUNICATIONS: 🟢 Positive
├── Last contact: 2 days ago
├── Email sentiment: Positive
├── Recent call: Upbeat, discussed expansion
└── Executive engagement: Active

ACCOUNT STATUS: 🟡 Monitor
├── Renewal: 90 days away
├── Contract value: $85,000
├── Expansion opportunity: $25,000 identified
└── Risk flag: Champion recently promoted

RECOMMENDED ACTIONS
Schedule feature training for new dashboard
Confirm new champion after promotion
Begin renewal conversation in 30 days
Share Q1 value report with stakeholders

ALERTS SET
• Notify if ticket volume spikes
• Alert on usage drop >20%
• Flag if no contact for 14 days

Human + AI Collaboration

Value Proposition

• Time Saved: 45 minutes per account review
• Proactive Insights: Catch issues early
• Data-Driven: Beyond gut feeling
• Reduced Churn: Act before it's too late