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The predicted CSAT rating measures the predicted satisfaction level of a customer based on the context of the conversation in Agent Console and Care Console. CSAT rating is AI-driven and is calculated on a scale of 1 to 100. While predicting the score, the AI model takes several features of the customers' conversations into account i.e. Sentiment, Message Type, Intensity, and predicted CSAT of the last customer message.

• Brands can use CSAT to determine customers’ level of satisfaction at key interaction times with customer service representatives.

• The score is updated every time you receive a message from your customer, which will help you understand and improve the rating for your brand and agents. You can view the CSAT rating for a conversation in the Case third pane within Agent Console and Care Console.

Use Cases

• Case Escalation - Cases for which the CSAT drops below a certain level anytime during the conversation can be automatically escalated to the senior personnel for corrective actions.

• Prioritization and Assignment of Cases - It helps the team to prioritize cases. For example, if the initial predicted score is below a desired predefined threshold, cases can be allotted to the most experienced agents.

• Corrective Actions - CSAT can help agents promptly identify improvement opportunities and take appropriate corrective actions. For example, after a drop in the score, the agent might decide to grant discounts/offers to the customers, which might result in increasing the score.

• Measuring Agents' Performance - CSAT can be used as one of the important parameters to analyze the agents' performance, based on how adept they are in handling the cases assigned to them. However, please keep in mind that CSAT is a general indicator of overall satisfaction, and for this reason, it might include other external aspects of the customer experience for which the agent might not be directly responsible.

•  Recognizing and Preventing Potential Churn - CSAT can help identify a possible upcoming churn during the conversation by looking at the way how the conversation is going.

The Predictive CSAT Timeline

CSAT score in Agent/Care Console

On the right pane, check for CSAT Score which appears as a standard custom field and shows the CSAT rating for the conversation or in the Care Console customer happiness widget.

Changes in CSAT score

The predicted CSAT rating increases or decreases based on the content of the message that you receive. If the message denotes dissatisfaction, the CSAT rating gets reduced.

If the message denotes satisfaction, the CSAT rating increases.

FAQs

Q1. How do I activate CSAT?

Ans. CSAT predictions are by default active for all partners and supported languages. If default CSAT custom fields are not getting populated or are not visible, please raise a support ticket.

Q2. How do I access CSAT?

Ans. CSAT is stored at the case level only for:

• the first fan message in the conversation

• the last fan message in the conversation

Currently, CSAT is not available on Care/Agent console at the message level.

Q3. How do I provide feedback if I suspect that CSAT is not behaving well overall?

Ans. No feedback option is available through UI.

Feedback for suspected bugs can be provided through a standard support ticket, by specifying the following parameters specific to CSAT (in addition to typical parameters such as partner name, etc):

• Case ID/Number

• Language

• Observed CSAT

• Fan message text generating the observed CSAT(*)

• Expected CSAT

• Rationale for expected CSAT

Q4. Can CSAT be customized at the partner level?

Ans. CSAT is supported out-of-the-box across industries. If CSAT predictions are consistently not falling in your expected range, partner-level customizations might be required. For more information, please reach out to your Success Manager. Note that the availability of customization is not guaranteed and must be agreed/prioritized jointly with CSAT AI Team.