Launching today
Empathy Engine
A human-in-loop support agent that tracks customer signals
6 followers
A human-in-loop support agent that tracks customer signals
6 followers
Empathy Engine is a human-in-the-loop support copilot that tracks communication signals, explains shifts in tone, flags escalation risk, and creates guarded replies with Fireworks AI. Agents can accept, edit, reject, or escalate every suggestion. Built with Supabase, tenant isolation, PII redaction, and Zendesk-ready APIs, it makes customer support more aware—not less human!
The part I would push on is escalation risk from tone. We build on the support side, so this is the thing I get wrong the most.
In e-commerce the anger is usually not about the conversation, it is about the order. Someone is furious because the package is late, and they can stay perfectly polite while about to charge back. The other way too: a lot of people are just blunt by default, short sentences, no please, and a tone model reads that as risk when nothing is wrong.
So tone on its own over-triggers on the blunt customers and under-triggers on the calm one whose problem is actually severe. The thing that predicts escalation for us is order state, not sentiment. Late, refunded and still open, second time asking.
Does the escalation flag see any of that, or only the words in the thread? If it is reading tone without the order behind it, I think it catches the loud tickets and misses the dangerous quiet ones.