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#1
June 1st, 2009, 08:31 AM
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Email Prioritization
I got a call the other day from the team who run our contact center, who have finally figured out (they say) how to respond to emails instead of phone calls, and now they want to scan incoming emails and move them around in queue based on how important or annoyed the person is. Is this even possible?
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#2
June 1st, 2009, 08:34 AM
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Totally Possible
The company you want is called Languistics. They actually have a product that does exactly this. It kicks out an XML record that contains a field denoting the emotional character expressed in the email (e.g., <emotion>Annoyed</emotion>)
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#3
June 12th, 2009, 10:37 AM
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anry emoticons
I'm guessing a call center doesn't get too many happy calls and the emotional characters expressed would be grumpy. At the most basic, email may simply be a bad way of trying to get anything accomplished. I'm a fan of remote management for tech products (logmein, etc) where the user doesn't have to spend a huge amount of time trying to describe a problem. Of course if the digital device didn't conk out in the first place .....
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