Conversation Insights application delivers Inferred CSAT scores to measure service interactions, with underlying factors that improve CSAT actionability.
Traditional surveys often reflect extreme opinions and low response rates. Post-interaction feedback delays insights resulting in lagging indicators and lastly they lack actionable insight behind CSAT scores.
Inferred CSAT solves this by using AI to estimate CSAT for all conversations instantly, based on full conversation transcript. This eliminates bias and reliance on explicit survey feedback only. CSAT scores are generated immediately after the interaction, enabling faster detection of issues and trends. CSAT factors like Resolution, Empathy, Effort, and so on explain user satisfaction or dissatisfaction, helping you to target improvements.
Customers can identify top intents to understand what their users are looking for and view average CSAT for those intents to understand how well they are servicing those intents.
Inferred CSAT segmented by Intent Displayed in AI Agent Analytics dashboard. Display top intents for the selected agentic workflows and/or AI agents. Display average CSAT for intents of selected AI assets.
- New
- Changed
- Fixed
- Minor defect changes
- Updated AI models to maintain performance
- Removed
Requires one of the Now Assist products, such as Now Assist for ITSM, Now Assist for CSM, Now Assist for HRSD, and so on to be activated.
Other Requirements:
This application requires Professional Plus license.