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Empathy Engine
A human-in-loop support agent that tracks customer signals
Empathy Engine is a human-in-the-loop support copilot that tracks communication signals, explains shifts in tone, flags escalation risk, and creates guarded replies with Fireworks AI. Agents can accept, edit, reject, or escalate every suggestion. Built with Supabase, tenant isolation, PII redaction, and Zendesk-ready APIs, it makes customer support more aware—not less human!
The part I would push on is escalation risk from tone. We build on the support side, so this is the thing I get wrong the most.
In e-commerce the anger is usually not about the conversation, it is about the order. Someone is furious because the package is late, and they can stay perfectly polite while about to charge back. The other way too: a lot of people are just blunt by default, short sentences, no please, and a tone model reads that as risk when nothing is wrong.
So tone on its own over-triggers on the blunt customers and under-triggers on the calm one whose problem is actually severe. The thing that predicts escalation for us is order state, not sentiment. Late, refunded and still open, second time asking.
Does the escalation flag see any of that, or only the words in the thread? If it is reading tone without the order behind it, I think it catches the loud tickets and misses the dangerous quiet ones.
About Empathy Engine on Product Hunt
“A human-in-loop support agent that tracks customer signals”
Empathy Engine was submitted on Product Hunt and earned 8 upvotes and 8 comments, placing #84 on the daily leaderboard. Empathy Engine is a human-in-the-loop support copilot that tracks communication signals, explains shifts in tone, flags escalation risk, and creates guarded replies with Fireworks AI. Agents can accept, edit, reject, or escalate every suggestion. Built with Supabase, tenant isolation, PII redaction, and Zendesk-ready APIs, it makes customer support more aware—not less human!
Empathy Engine was featured in Customer Success (6.2k followers), Customer Communication (12.7k followers), CRM (2k followers) and OpenAI Day (8 followers) on Product Hunt. Together, these topics include over 9.2k products, making this a competitive space to launch in.
Who hunted Empathy Engine?
Empathy Engine was hunted by Arjun Jamgade. A “hunter” on Product Hunt is the community member who submits a product to the platform — uploading the images, the link, and tagging the makers behind it. Hunters typically write the first comment explaining why a product is worth attention, and their followers are notified the moment they post. Around 79% of featured launches on Product Hunt are self-hunted by their makers, but a well-known hunter still acts as a signal of quality to the rest of the community. See the full all-time top hunters leaderboard to discover who is shaping the Product Hunt ecosystem.
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Arjun Jamgade