Sentiment Analysis
First-in-first-out is a fair rule and a bad one. It puts a mildly curious question about export formats ahead of a customer on their second day of a broken integration who has started writing in short sentences. Both waited the same amount of time. Only one of them is deciding, right now, whether this product was a mistake. Support teams know this and try to correct for it by skimming — which works until volume climbs past what anyone can skim.
Skynet reads the queue continuously and ranks it by need rather than arrival. Because sentiment work benefits from strong language understanding, Skynet’s smart model routing sends this to a model suited for it — you do not choose the model, you describe the job. The agent surfaces the conversations where tone has turned, and explains what in the message made it say so.
How it works
Read the whole thread
A single terse message means little. The same customer getting terser across four replies means a lot. The agent scores the arc of a conversation rather than snapshotting one message out of context.
Calibrate to your customers
Blunt is not the same as angry, and it varies by market and channel. The agent learns from your past tickets what a genuinely unhappy customer sounds like here, so it flags real trouble instead of anyone who skipped the pleasantries.
Reorder the queue
Rather than a score in a column nobody sorts by, the agent produces a working order: who to answer first, and why. Weight it against plan tier or issue type however your team actually makes that call.
Explain the read
Every flag comes with the quote that drove it. Your team can disagree in a second, which is what keeps them trusting the ranking instead of quietly ignoring it.
Build it from a prompt
Tell the agent how you want the queue ordered and it maintains that live.
Your team spends its attention where attention changes the outcome. The customer who was about to write a bad review gets a person while it still matters, and the export-formats question gets answered twenty minutes later by someone who is not rushing.