Brian catches frustration before visitors walk away.
Proactive human handoff powered by real-time sentiment analysis. Not reactive. Not too late.
Brian analyses the tone and pattern of each visitor's messages in real time. Capital letters, multiple exclamation marks, negative language, short frustrated replies. When these signals accumulate, Brian doesn't wait for the visitor to ask for a human. He proactively offers to connect them with your team. This catches frustrated visitors before they leave and turns potential complaints into save opportunities.
Why this matters for your business
Proactive, not reactive
Brian offers human support before the visitor has to ask. This feels more attentive and reduces frustration. Visitors feel heard.
Automatic escalation
When frustration is detected, the session is automatically flagged for your team. No manual monitoring of every conversation needed.
Webhook alerts
Get instant notifications via webhook when a sentiment escalation occurs. Connect to Slack, email, or any alert system for immediate response.
Turn complaints into saves
Catching frustrated visitors early turns potential negative experiences into positive human interactions. Save the relationship before it's lost.
How it works
Brian monitors visitor messages for frustration indicators in real time
Signals include: capital letters, exclamation marks, negative keywords, short curt replies
When frustration is detected, Brian empathetically acknowledges the visitor's feeling
Brian proactively offers to connect the visitor with a human team member
The session is flagged as 'handoff requested' and your team is notified instantly
Your team takes over immediately with full conversation context
Who this is for
Service businesses where customer satisfaction directly impacts revenue and referrals
Businesses that receive complaints or frustrated enquiries and want to catch them early
Any business that wants to prevent visitors from leaving their website angry and unresolved
Combined with the Self-Learning Engine™
Smart Escalationgets even more powerful when paired with Brian's Self-Learning Engine. He analyses how visitors interact with this feature and automatically optimises his approach over time.
Learn about the Self-Learning EngineFrequently asked questions
What signals does Brian look for?
Brian monitors for multiple frustration indicators: capital letters (shouting), multiple exclamation marks, negative keywords (frustrated, angry, terrible, useless), short curt replies, and repeated questions (suggesting Brian isn't helping). A combination of signals triggers escalation, not a single word.
Can I customise the escalation triggers?
The frustration detection is built into Brian's AI and works automatically. You can adjust the sensitivity and the escalation message from your dashboard.
What happens if my team isn't online?
Brian captures the visitor's contact details and creates a callback request. The visitor receives a message acknowledging their frustration and promising a team response. The lead is preserved even when your team isn't available.
Does this work with the webhook integration?
Yes. Escalation events trigger webhooks, so you can connect to Slack, email, SMS, or any notification system for instant alerts when a visitor is frustrated.
Try Smart Escalation for free.
14-day trial. No credit card. Brian is ready when you are.
Australian made. Built for businesses worldwide.