Cushion: Easiest way to deal with your heated customers

Hi ProductHunt, This is an experiment/product that I've started working on and wanted to get some feedback. The purpose of Cushion is to use ML/Sentiment Analysis to understand the issue an angry customer is having and become the first layer of communication, preventing any Customer Happiness members from becoming upset. Cushion aims to analyze the issue, follow any pre-defined procedures and if no solution is found, connect the customer with a live agent. Procedures can be defined on the dashboard and are simple instructions as "If anger level above 4.0, message Customer `Although I understand your frustration, it's best for us to calm down` or `Offer $5 refund, if anger level 3.0 and 5.0` and more. This experiment is in it's very early stages and I'm trying to validate/learn more about real life issues and how Cushion could be useful, so any feedback would be much appreciated! Thanks, Ali