Here’s the problem with most customer support tools: they tell you what happened after a customer is already upset. By then, you’re playing catch-up. The email has been sitting there for days, the frustration has been building, and your team only finds out when the customer threatens to leave.

What if your tools could tell you a customer was headed towards frustration before it got there? That’s exactly what Knoccs’ AI-powered scoring system is built to do.

Knoccs uses two complementary AI scores to give your team complete visibility into customer health: a Conversation Severity Score at the individual conversation level, and a Company Sentiment Score that paints the bigger picture of each account. Let’s break down how they work and why they matter.

Conversation Severity Score: Know Which Conversations Need You Most

Not every customer message carries the same weight. A quick how-to question is very different from a frustrated message about a workflow-breaking bug. The challenge for customer success teams is figuring out which conversations to prioritise — especially when dozens are coming in at once.

Knoccs solves this with its Conversation Severity Score, rated on a simple 1–5 scale. Behind the scenes, our AI analyses three key signals from every customer message:

Emotion — What is the customer feeling? Are they happy, neutral, or frustrated? The AI reads the tone and language of each message to gauge the emotional temperature of the conversation.

Urgency — How pressing is the issue? Is the customer casually reporting something, or does it sound like they need a fix right now? Words, phrasing, and context all feed into this signal.

Interruption — Is this problem actually blocking the customer’s work? A feature request is one thing; a broken workflow that’s halting their operations is something else entirely.

These three signals are combined using a weighted formula (with urgency carrying the most weight) to produce a clear severity rating: Low (1–2.9), Moderate (3–3.8), or High (3.9–5). Your team can see this score right on the conversation tile in their inbox, making it effortless to triage and act.

What makes this really powerful is that the severity score isn’t static. Knoccs continuously updates it as the conversation evolves. If a customer starts calm but grows frustrated over time, the score reflects that shift in real time — and your team can step in before things escalate.

Company Sentiment Score: The Big-Picture Health Check

Individual conversations matter, but you also need to know how each account is doing overall. That’s where the Company Sentiment Score comes in.

This score lives on a 1–10 scale and gives your team a weighted, intelligent view of each company’s health. It’s not just a simple average of conversation scores (because one critical conversation in a sea of routine queries would get buried that way). Instead, Knoccs weighs three factors:

Recency — Recent conversations have a bigger impact than older ones. A frustrating interaction from last week matters more than a happy exchange from three months ago.

Topic importance — Not all conversations are created equal. A churn-risk conversation (e.g. a customer mentioning they’re exploring other options) carries significantly more weight than a routine how-to question. Knoccs automatically classifies conversation topics and weights them accordingly.

Severity — The conversation-level severity score feeds directly into the company score, bringing emotion, urgency, and interruption data along with it.

The result is a sentiment reading that ranges from Very Negative to Very Positive, updated daily and displayed with a 30-day trend indicator so you can spot whether things are improving or declining. Your team also gets a short AI-generated explanation of what’s driving the score, plus the top contributing conversations surfaced for quick investigation.

Why This Matters for Your Team

Together, these two scores transform how your team operates. Instead of reacting to problems after they’ve exploded, your customer support and customer success teams can proactively prioritise the right conversations, identify at-risk accounts early, and make data-driven decisions about where to focus their energy.

No more guessing. No more missed signals. Just clear, AI-powered insights that help you deliver the kind of experience that keeps customers around.

See It in Action

Knoccs’ AI scoring is built right into the platform — no setup, no extra configuration. It starts working from day one, analysing every conversation and giving your team the clarity they need.

Try Knoccs for free or book a demo to see how AI-powered severity and sentiment scoring can help your team stay ahead of customer needs.

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