New Emotion: Customer Confusion 😕

In addition to Frustration, Gratitude, and Praise, our platform now detects Customer Confusion in messages, providing a powerful way to identify these problematic interactions without the need for manual tag setup.

With our new Confusion emotion detection model, we look for signals where customer messages indicate confusion about a product, process, or service—or when customers don’t understand the solutions offered by agents. Previously, customer service teams relied on manually defined phrase triggers to track confusion, which requires ongoing maintenance and often misses some nuance.

Our automated emotion detection replaces manual efforts by intelligently recognising language patterns that suggest confusion, such as:

• Explicit questions like “I’m not sure what you mean,” or “Can you explain this again?”
• Indirect uncertainty like “This doesn’t make sense to me,” or “I thought this worked differently.”
• Ambiguity indicators like “What happens if…?” or “I’m confused about how this works.”

Customer service teams then gain real-time visibility into unclear communication. This allows them to:

• Address patterns of agent miscommunication proactively.
• Identify areas where processes or products might confuse customers.
• Eliminate the need for manual tagging systems to find customer confusion.

Overall, this enhancement enables a clearer understanding of where customers struggle most in their interactions.

How to Find ‘Confusion’

Explore Screen Filters

Use the “Confusion > has confusion” filter on the Explore, ExploreTags, or Agents screens to find conversations where we have detected confusion.

Emotion Column on Interaction Search Results

Look for the new confusion icon in the Emotion column or filter results further using the Emotion dropdown.

Individual Messages within Interactions

The confusion icon will highlight messages flagged as confusing. Click the icon to manually apply or remove confusion from any message.

Sentiment Metrics Tab

A new column on the Sentiment tab on the Agents or Explore Tags screens includes confusion metrics so you can see the percentage of conversations with confusion detected broken down by tag group.