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AI-ready · Judgment

Your AI escalation model scores a complaint as low-risk, but the transcript shows a customer who's calm, precise, and clearly done — the classic profile of someone about to cancel rather than blow up. How do you make sure judgment like that doesn't get lost to the model's score?

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Sentiment and risk models are trained on volume and keywords — anger, refund requests, repeated contact — but the customers most worth saving often don't perform distress, they jus…

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