AI is not taking over. It’s simply driving smarter processes for both agents and customers, CSAT.AI automates the evaluation, eliminates tedious, labor intensive tasks and errors so your agents can be more productive and proactive.
Analysts actually analyze only 2-4% of all interactions. It begs the question, what if you happen to QA a top agent’s two worst interactions of the month? Traditional QA evaluation is subjective – it’s up to the scorer. Every analyst is going to score an interaction differently.
Empathy to be part of every conversation. We all just want to be understood. Sentiment analysis helps agents empathize when emotions are heightened by identifying exactly how a customer is feeling, so your team can mirror emotions and calm frustrations.
Evaluations are the key to understanding agent performance KPIs, from caller sentiment, to compliance, to customer experience. And with a robust evaluation, supervisors and managers identify gaps and areas of improvement and create more relevant training. With improvements to evaluations, it means fewer check-boxes, yes-no questions, subjective scoring, and more actionable insights.
It analyzes customer interactions of thousands of customers of all sizes around the world to help your agents consistently deliver exceptional customer experiences. Our leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
Deeper text analysis, more detailed evaluations, and next-generation insights all come together to create action, and that action is improved agent coaching and better agent resources. Supervisors and managers can utilize the data and insights to prepare for coaching sessions, better manage performance, and create new programs based on trends.
NPS, CES, and CSAT: What is your go to metric?