Search Customer Escalations & SLA Breaches in Gmail

Catch red flags before they explode — and fix issues before customers churn.

Hidden Risks in Your Inbox

Critical issues often hide behind polite wording like “just checking in” or “still not resolved.” By the time someone notices, the SLA clock has run out.

Why Manual Search Fails

• No consistent keywords for escalations
• Missed tone or urgency cues
• Slow reaction = broken trust

AI Escalation Radar

• Sentiment analysis: flags frustration or urgency automatically
• Intent detection: identifies “breach,” “delay,” “complaint,” etc.
• Routing engine: notifies CSMs, SEs, or escalation managers instantly

How to Run It

1. Search: intent:escalation OR sentiment:negative after:2025-08-01
2. Filter by Customer tier or Account manager
3. Open Escalation Dashboard → assign owners

Customer Success KPIs

• −70% average response time
• −50% SLA breaches
• +15% renewal rates

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