CHATBOTS
Voice IVR sentiment escalation to PagerDuty for at-risk callers
Scores caller sentiment on each ElevenLabs voice call, and when frustration or churn-risk language is detected.
How it runs
The automated pipeline, trigger to output.
- TriggerElevenLabs posts call event webhookElevenLabs
- ActionScore sentiment with OpenAIOpenAI
- LogicBranch when frustration/churn risk crosses threshold
- ActionTrigger PagerDuty incident for on-call managerPagerDuty
- OutputOpen high-priority Zendesk ticket with transcriptZendesk
What it does
Catches the calls you can't afford to mishandle. The flow analyzes sentiment from the voice transcript and, when a caller is angry or signaling cancellation, escalates in real time to a human rather than letting the bot keep deflecting.
When to use it
Use it on high-value or retention-sensitive lines where a bad automated experience is worse than no automation. It lets the voice agent handle routine calls while guaranteeing humans intercept the emotionally charged ones fast.
How it works
- 1The ElevenLabs agent posts a call event webhook carrying the transcript and turn-by-turn text.
- 2An OpenAI step scores sentiment and detects frustration or churn-risk phrasing.
- 3A logic step branches when sentiment crosses the alert threshold.
- 4Flagged calls trigger a PagerDuty incident routed to the on-call support manager.
- 5A high-priority Zendesk ticket is created with the transcript and sentiment summary for follow-up.
Set it up
What you configure once, before turning it on.
- 1Connect ElevenLabsText-to-speech, voice cloning.
- 2Connect HTTP webhookTrigger any URL on agent actions.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect PagerDutyIncidents, on-call, escalations.
- 5Connect ZendeskTickets, queues, knowledge base.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run this workflow in your colony.
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