V
Vovwe Enyoyi
Business Problem:
When customers are highly emotional or confrontational, it can be difficult for agents to manage the tone of the conversation while simultaneously resolving the issue. This emotional load can reduce agent productivity and increase stress.
Desired Outcome:
Use Respond AI to automatically intervene in heated conversations by generating calming, empathetic responses that help de-escalate the situation before handing the conversation back to a human agent for issue resolution.
Use Case:
  • When emotionally charged messages are detected, the conversation is temporarily routed to Respond AI.
  • AI Agent sends empathy-driven, de-escalation prompts to calm the customer.
  • Once the conversation tone is neutral or positive, it is handed back to the agent to proceed with resolution.