Smart Products

Problem Agents can send messages that violate QA metrics, have poor tone, grammar issues, or don't follow playbooks, resulting in low customer satisfaction. Request Use AI to review draft messages for QA compliance (tone, grammar, protocol adheren...

Problem Smart CSAT and Smart QA automatically target only the last teammate responding, but some evaluation scenarios require targeting other teammates in the conversation. Request Add ability to precisely select which recipient is evaluated by Sm...

Problem Smart CSAT only evaluates emails and ignores comments on conversations, resulting in incomplete scoring context when important information is captured in comments. Request Include conversation comments in Smart CSAT evaluation to capture c...

Request Allow users to modify or remove customer satisfaction survey responses to correct errors or remove invalid submissions.

Request Support CSAT and Smart CSAT surveys for conversations on voice and telephony channels.