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Status Backlog
Categories AI AI tagging CSAT
Created by Guest
Created on Sep 5, 2024

[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect:

  • Survey: asking users directly.

    • Response rate low (1-3%) and polarized (super happy or frustrated)

    • Not representative of all messages or conversations. This can be disrupting and

    • Time-consuming for the receiver. Can be delicate to ask

  • Manual reporting: support agent or RM logging the sentiment of their customers takes time, is hard to scale and hard to get accurate.

  • Low volume: difficult to get enough customer survey responses for meaningful CSAT reporting


Request: Get real-time satisfaction insights (~CSAT) across every conversation, without introducing a change in behavior or new software.

We would like to know customer satisfaction :

  • at different levels

    • Message

    • Conversation

    • Contact

    • Account: "Account Health" type scoring --- ex, if someone writes in 6 times over the year, what's the sentiment of all those conversations (whether they are by the same person or from different people within the same company)

  • at different time

    • Real time → to adapt workflows (SLA, escalation, tone …)

    • Specific time (First inbound, at the end (resolution))

    • Over-time


Actions:

Making the (AI) customer satisfaction ratings visible in analytics would be another way of getting insights into quality of communications.

  • be able to drill down into conversations where the satisfaction is low.

  • reporting on satisfactions

  • create a workflow based on satisfaction

  • Attach files
1 MERGED

Include AI customer satisfaction ratings in analytics

Merged
We find it difficult to get enough customer survey responses for meaningful CSAT reporting. Making the AI customer satisfaction ratings visible in analytics would be another way of getting insights into quality of communications.
about 1 year ago in AI tagging 1 Backlog