Route Every Contact on Emotion, Not Rules
ResolveCX detects frustration, distress, and churn intent in every inbound contact, and routes high-risk customers to the right handler before any agent decides to act. Rule-based routing misses what customers are actually feeling. Sentiment-based routing does not.
What it does
The AI Reads What the Customer Is Feeling, Not Just What They Said
Every inbound contact carries an emotional signal. A billing dispute written in clipped, repetitive language reads differently to a polite clarification request. A customer who has contacted three times in a week carries a different risk profile to a first-time enquirer. Rule-based systems cannot see any of this.
ResolveCX AI scores the sentiment of every inbound contact, across every channel, in under two seconds. The score is not a label. It is a routing signal that combines with contact type, account tier, and complaint history to produce a handling decision before any agent opens the queue.
How it works
Contact arrives on any channel
Phone, email, chat, social, SMS, or web form. The AI reads the content or transcribed speech of the inbound message immediately on receipt.
Emotional signal detected
The AI scores sentiment across four levels, calm, neutral, frustrated, distressed, using language pattern, urgency signals, and contextual cues. No manual reading required.
Routing decision generated
The sentiment score is combined with contact type, channel, account tier, and complaint history to produce a routing decision in under two seconds.
High-risk contacts route to the right handler
Frustrated or distressed customers go directly to specialist handlers, senior agents, or retention teams, before any agent manually triages the queue.
Sentiment context visible on the case
The receiving handler sees the sentiment score, the signal that triggered it, and a routing reason on the case record, enabling them to respond with the right tone from the first message.
Industry use cases
Sentiment Routing in Your Industry
Telecommunications
Detect customers at Ofcom or FCC escalation risk before they file a formal complaint. Frustrated billing dispute callers and customers who have already contacted multiple times route to retention or regulatory-aware handlers automatically.
Financial Services
Route contacts showing financial distress language or persistent complaint patterns to trained specialist handlers under FCA Consumer Duty and CONC vulnerability obligations, without relying on agents to identify vulnerability mid-conversation.
Healthcare
Identify distressed patients and separate clinical complaint contacts from general queries at the point of receipt. Clinical cases showing emotional distress route to clinical governance, not the general patient services queue.
BPO & Contact Centers
Flag contacts at escalation risk so senior handlers intervene before an SLA breach or client escalation. Operational teams see the sentiment breakdown by campaign and client, enabling proactive resourcing decisions.
Why it matters
Sentiment Routing vs Rule-Based Routing
Rules route on what customers say. Sentiment routing routes on what they feel. The difference is every customer who is frustrated but uses polite language, and every vulnerability case that does not use the right trigger word.
| Capability | ResolveCX Sentiment Routing | Rule-Based Routing |
|---|---|---|
| Routes on detected customer emotion | ||
| Identifies escalation risk before any agent acts | ||
| Vulnerability signals detected on intake | ||
| Sentiment context visible on the case record | ||
| Adapts to new frustration patterns automatically | ||
| Works across written text and transcribed voice | ||
| No manual rule writing or maintenance required |
ResolveCX AI
Stop Routing on What Customers Say. Start Routing on What They Feel.
See how ResolveCX AI detects sentiment on every contact and routes high-risk customers to the right team, before any agent opens the queue.
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