AI for Customer Satisfaction

“The Contact Centre AI Series” provides focused data and insight into how organisations can use AI solutions to solve real-life contact centre operational and commercial issues.

“AI for Customer Satisfaction” looks at how AI can drive the metric that many contact centres state is the most important of all: customer satisfaction.

To an individual customer, CSAT can be driven by very different factors, depending on their age, what they are trying to do and the level of emotion, urgency and complexity involved in the interaction.

AI can improve many of the key factors influencing CSAT, and also assist agents within the call by providing information and guidance.

It can also carry out large-scale automated quality, CSAT and NPS scoring through analysis of all interactions and outcomes, providing insight into what customers really value and the specific business processes impacting poor CSAT.

“AI for Customer Satisfaction” shows how AI can measure and improve CSAT. The report shows:

• How AI can improve the accuracy and speed with which CSAT is measured

• The use of sentiment, predictive and customer behavioural analysis

• What really drives CSAT in the contact centre, and how can AI support this?

• The role of AI in first-contact resolution – the main driver of CSAT

• Using AI to cut call queues, improving CX and customer satisfaction.

Length – 23 pages | Time to read: 20-25 minutes.

Free to download.