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Agents Case Priority Intelligence Agent
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Case Priority Intelligence Agent

Analyzes sentiment, urgency, and context across customer complaints and return requests to enable intelligent prioritization and escalation.

About the Agent

Prioritizing complaint and return cases by urgency and sentiment can be inconsistent and time-consuming when managed with manual triage processes. This often results in delayed resolution for high-risk or dissatisfied customers, undermining both service outcomes and customer loyalty.

The Case Priority Intelligence Agent uses advanced natural language analysis to evaluate each submission's urgency and emotional tone. Leveraging unstructured customer submission text, email correspondence, and contextual information from attachments, it automatically assigns priority scores and sentiment indicators to each case record. This process provides customer service teams with precise, real-time insight into which cases require expedited handling, allowing for intelligent workload distribution and escalation workflows.

Through instant scoring and context-aware triage, the agent drives employee productivity and supports customer experience improvements by ensuring critical cases receive prompt attention. Its integration with eligibility and classification flows further optimizes the customer complaints and returns process, making high-impact, data-driven prioritization standard in service execution.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Case Priority Intelligence Agent:

From: d.hendricks@innovatecorp.net
To: support@apexsolutions.com
Subject: URGENT: Complete Failure of Pro-Server X10 - Order #8821-B47


To Whom It May Concern,


I am writing to express my extreme disappointment and frustration with the Pro-Server X10 we purchased less than two months ago. This morning, during a critical data processing job for our flagship product launch, the unit experienced a complete and catastrophic failure. The server is entirely unresponsive, and our diagnostics indicate a major hardware fault.


This failure has brought our primary development pipeline to a complete halt. We are now facing significant project delays and potential revenue loss. As a provider of time-sensitive analytics to our clients, this level of equipment unreliability is completely unacceptable. We have lost all confidence in this hardware.


We require an immediate resolution. A standard repair timeline will not work for us. We need an advance replacement unit shipped via overnight courier by the end of business today. Please confirm how you will proceed immediately.


Our account manager is Sarah Jenkins, and our InnovateCorp customer ID is IC-90210.


Regards,


David Hendricks
Chief Technology Officer
InnovateCorp

Deliverable Example

Sample output delivered by the Case Priority Intelligence Agent:

Case Analysis Report: SRV95113


Date: 2023-10-27
Source: Email
Subject: URGENT: Complete Failure of Pro-Server X10 - Order #8821-B47




1. Urgency Score: 9.8 / 10 (Critical)


The case has been assigned a critical urgency score based on the following factors identified in the customer's correspondence:


    

  • Explicit Urgency Keywords: "URGENT", "immediate", "immediately", "end of business today"
    • 

  • Stated Business Impact:
      

    • "complete and catastrophic failure"
      • 

    • "brought our primary development pipeline to a complete halt"
      • 

    • "facing significant project delays"
      • 

    • "potential revenue loss"
      • 

    

    • 

  • Escalation Language: The request for an "advance replacement unit shipped via overnight courier" indicates a non-standard, expedited resolution is required.
    • 



2. Sentiment Score: -0.92 (Highly Negative)


The sentiment analysis indicates a highly negative customer emotional state. This is supported by strong negative phrasing and tone throughout the message.


    

  • Key Negative Phrasing:
      

    • "extreme disappointment and frustration"
      • 

    • "completely unacceptable"
      • 

    • "lost all confidence in this hardware"
      • 

    • "catastrophic failure"
      • 

    

    • 

  • Emotional Tone: The language is formal but conveys significant anger and stress, signaling a high risk of customer churn if not handled properly.
    • 



3. Summary & Recommended Action






Category
Assessment






Customer
InnovateCorp (CTO)




Urgency Level
Critical




Sentiment
Highly Negative




Risk Profile
High (Churn & Escalation)




Recommended Action
Immediate escalation to Tier 3 Support and flag for VIP Account Manager review.






This case should bypass standard queues and be addressed within the next 60 minutes. The combination of critical operational failure and high-level contact (CTO) makes this a top-priority retention issue.

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