Customer Sentiment Tracker

Description

This workflow provides automated sentiment analysis and escalation management for Zendesk support tickets using AI. It's designed for customer support teams and managers who need to proactively identify dissatisfied customers and urgent situations before they escalate. The system analyzes ticket content for emotional tone and urgency indicators, automatically categorizing and prioritizing responses.

The process is as follows:

1. Triggers every 6 hours automatically or manually to process open Zendesk tickets.
2. Retrieves all open tickets from Zendesk for sentiment evaluation.
3. Uses OpenAI GPT models to analyze ticket subject and description for sentiment classification.
4. Extracts structured sentiment data and escalation requirements from AI responses.
5. Automatically tags tickets as "negative" or "positive" based on sentiment analysis.
6. Evaluates negative tickets for escalation needs based on severity and urgency keywords.
7. Sends detailed escalation alerts for critical cases requiring immediate attention.
8. Logs all sentiment analysis results to Google Sheets for comprehensive tracking and trend analysis.

Benefits for Customers / Users

• Proactive Sentiment Detection – Automatically identifies negative customer emotions and frustration before they escalate into serious issues.
• Intelligent Escalation Routing – Uses AI to determine when tickets require supervisor attention based on sentiment and urgency indicators.
• Comprehensive Sentiment Tracking – Maintains detailed records of customer sentiment patterns for service quality analysis and improvement.
• Automated Ticket Categorization – Streamlines ticket management with automatic sentiment-based tagging for better organization and prioritization.