Web application platform for customer support and service chat communication.
Using the Cloud Natural Language API from the Google Cloud Platform, messages received from a customer are analyzed and given a sentiment value between [-1,1] with 1 being positive, -1 being negative, and 0 being neutral. Using this information, different customer messages are prioritized by the severity of their sentiments. The customer service agent can then draft a reply to the highest priority customers first. Before being sent, this reply is analyzed and also given a sentiment value. If the sentiment value is less than the absolute value of the customer's message's sentiment then a warning is given and rephasing of the message is recommended to the customer service agent. The application also has speech-to-text functionality through the Cloud Speech API from the Google Cloud Platform, which can be utilized for vocal communication.
The intent of this platform is to foster positive customer support and service communication, increase customer retention rates through improved service, and gain insight into the sentiments behind communication.