Toxicity Analysis

Why we made this

Not every customer's voice is the same. From simple inquiries to strong complaints filled with anger and distrust, customer feedback carries a variety of signals. Deskroom launched its toxicity analysis feature so you can quickly catch and respond to signals from toxic customers among them.

How it works

Deskroom first detects risk based on keywords that frequently appear in toxic customer situations, such as profanity, mockery, slander, reporting, and lawsuits. If there are threatening expressions or expressions reflecting a heightened emotional state within the conversation context, we classify that ticket as toxic for you.

The classified results can be checked directly in each ticket list, and you can use them to filter and gather only toxic tickets, or when building a risk response report.