CUSTOMER SUPPORT
Escalation Sentiment Spike Detector
Polls Snowflake hourly for the rolling escalation count and average sentiment, and when negative escalations spike abnormally above baseline.
How it runs
The automated pipeline, trigger to output.
- TriggerHourly schedule
- ActionQuery escalation count vs 7-day baselineSnowflake
- LogicSpike above threshold? else stop
- ActionInfer likely shared cause from subjectsOpenAI
- OutputPost spike alert to incident channelMicrosoft Teams
What it does
Watches your escalation stream for abnormal spikes instead of waiting for the next daily digest. When the volume of angry escalations jumps above its normal baseline, it raises an alert in real time with a likely shared cause so you can get ahead of an emerging incident.
When to use it
Use it when a bad deploy or outage triggers a wave of furious tickets and your team only notices at tomorrow's standup. Best for teams already landing escalation data in Snowflake who want anomaly detection on top of it.
How it works
- 1An hourly schedule triggers the check.
- 2A Snowflake query returns the last hour's escalation count and average sentiment versus the trailing 7-day baseline for that hour.
- 3A logic step tests whether negative-escalation volume exceeds the baseline by the configured threshold; if not, it stops quietly.
- 4On a spike, an OpenAI step reads the spiking tickets' subjects and surfaces the most likely shared cause.
- 5An alert with the spike magnitude, suspected cause, and affected ticket links is posted to the incident Teams channel.
Set it up
What you configure once, before turning it on.
- 1Connect SnowflakeWarehouses, queries, shares.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect Microsoft TeamsChannels, chats, files.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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