CUSTOMER SUPPORT
Alert a supervisor live when a Zoom call sentiment drops
Streams live Zoom call captions, detects a sharp negative sentiment shift mid-call.
How it runs
The automated pipeline, trigger to output.
- TriggerZoom live caption event during callZoom
- ActionEvaluate rolling window sentiment with OpenAIOpenAI
- LogicDebounce to one alert per call past threshold
- OutputPing on-duty supervisor in Microsoft TeamsMicrosoft Teams
What it does
Monitors in-progress Zoom support calls in near real time using live caption events. When the LLM detects the customer turning frustrated or angry during the call, it immediately notifies the on-duty supervisor so they can coach in the moment or join the call, rather than reviewing the damage afterward.
When to use it
Use this for high-stakes support queues where a save-the-account intervention is worth more than a post-call report. It is for teams that staff a floating supervisor and want a tap on the shoulder the instant a call goes south.
How it works
- 1Zoom live caption events stream in while a support call is active.
- 2OpenAI evaluates the rolling caption window for a sudden negative sentiment shift.
- 3A logic step debounces so the supervisor is alerted once per call, not per sentence.
- 4When a dip crosses the live threshold, a Microsoft Teams alert fires with the call link, agent, and the trigger line.
- 5The supervisor opens the live call from the alert to assist.
Set it up
What you configure once, before turning it on.
- 1Connect ZoomMeetings, recordings, transcripts.
- 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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Run this workflow in your colony.
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