Sentiment Monitor
Monitors customer sentiment
Orchestrator Agent
Customer Sentiment Analysis
Customer Successmedium Risk
Complexity 3/5
Analyze calls/emails for sentiment, detect frustration, alert CSMs
Negative sentiment is missed until customers churn. This agentic workflow analyzes calls, emails, and tickets for sentiment, detects frustration signals, tracks trends, and alerts CSMs for intervention.
10-15x
Typical ROI
4-6 weeks
Time to Value
Customer Success
Department
Complexity
Agent Architecture
Agent Architecture
Sequential agents analyze sentiment.
Transcriber
Transcribes
- •Transcribe calls
- •Extract text
- •Prepare
Transcriber
Transcribes
Analyzer
Analyzes
- •Analyze sentiment
- •Detect frustration
- •Score risk
Analyzer
Analyzes
Alerter
Alerts CSM
- •Flag negative
- •Alert CSM
- •Escalate
Alerter
Alerts CSM
Simple Flow Architecture
Workflow Steps
1
Transcribe interactions
2
Analyze sentiment
3
Detect frustration
4
Track trends
5
Alert CSMs
6
Measure recovery
Required Dependencies
EmailGmail, Outlook, Exchange
Key Performance Indicators
Click any KPI to view detailed measurement guidance, formulas, and typical ranges.
Governance Controls
Centralized LoggingVisibility
HIGH
Centralized Logging
Capture all agent interactions (prompts, outputs, data sources accessed) in a central, searchable system
Complexity: medium
Agent RegistryVisibility
HIGH
Agent Registry
Central inventory of all agents with metadata: owner, purpose, data sources, risk level, users
Complexity: low
Prompt Injection TestingRisk
Prompt Injection Testing
Regularly test agents for vulnerabilities (jailbreaks, prompt injection, data exfiltration attempts)
Complexity: medium
These controls help ensure secure, compliant, and auditable AI operations. High-priority controls are critical for production deployment.
Identified AI Risks
Hallucinations
Hallucinations
AI generating false or fabricated information presented as fact
Stale Information
Stale Information
AI using outdated data that no longer reflects current reality
Source Attribution
Source Attribution
Inability to verify or cite the original sources of AI-generated information
Recording Consent
Recording Consent
Lack of proper consent for recording, storing, or processing user interactions
Third-Party Data Processors
Third-Party Data Processors
Risks associated with external vendors processing sensitive data
Data Leakage
Data Leakage
Unintentional exposure of sensitive data through model training or outputs
Prompt Injection
Prompt Injection
Malicious manipulation of AI behavior through crafted input prompts
These risks should be mitigated through proper governance controls and operational procedures.
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