Ai CSAT (Customer Satisfaction) Add-on

But CSAT surveys come with their share of challenges. For one, traditional telephone CSAT surveys have a low response rate. And when customers do respond, surveys can be biased because respondents tend to provide feedback only when their opinion is extremely positive or negative. That means missing out on insights from customers who were “just” content or satisfied. This can cause insights to be unreliable, making the data less effective.

Enter: Ai CSAT, a new customer satisfaction survey experience that combines SMS CSAT surveys with the power of Dialpad’s Ai to give you a more holistic view of customer satisfaction for your Call Center.

Who can use this feature?

Ai CSAT is available to Dialpad customers on the Pro and Enterprise plans with Dialpad Contact Center and Dialpad Sell licenses.

This add-on does have an additional fee and is available for offices in the United States. 

What is Ai CSAT

Dialpad Ai predicts customer satisfaction on calls that don’t have customer survey responses. This most often increases your response rates as high as 75% or more! Dialpad's Ai is taking an active role in giving you more data to coach agents, and evaluate Call Center performance. This is transformative for Customer Satisfaction surveys.

Our Ai uses a large, state-of-the-art neural network using call transcriptions to infer CSAT from your conversations. These call transcriptions are generated by Dialpad’s own speech transcription technology. Using the words spoken, when they are said, and by whom, our Ai is able to come up with a pretty accurate prediction of CSAT. For customers who collect CSAT survey responses through Dialpad, we see an average accuracy of 87%!

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How can I enable Ai CSAT?

  • No setup needed. Dialpad’s predictive analytics democratizes the power of Ai, making it easy for every company to access meaningful customer insights without complicated customization.
  • If you already have a Call Center with Dialpad Ai enabled, then simply jump right into CSAT Analytics
  • If you don’t have Dialpad Ai enabled, then read how in Enable Dialpad Ai for Offices & Shared Lines 

SMS Surveys

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Gives the ability for Call Centers to send Customer Satisfaction Surveys via SMS rather than the traditional IVR surveys that come up at the end of the call when your customer is eager to move on with their day. Using SMS surveys can have a tremendous effect on increasing your response rates; giving you more data to make more informed decisions.

Why SMS CSAT surveys? SMS CSAT surveys help you increase response rates directly from your customers because they can respond to the message in their own time.  

How can I enable SMS Surveys?

Follow our Customer Satisfaction (CSAT) Surveys article and use SMS options when available, however in broad strokes:

    • Ensure that you have an SMS enabled number assigned to your Call Center

    • If you haven't done so already go through the Campaign Registry process to ensure you are in compliance with A2P regulations. To register customers can fill out the form linked within the Help Center
    • As an Admin, you will build out the survey within the Office level settings and then assign the survey to the appropriate Call Center(s); the survey can be assigned to more than one at a time

    • Because no more than one CSAT survey can be assigned to a call, the supervisor or admin must select within the Call Center specific settings, which survey they want to utilize

SMS CSAT can only be configured with one question. This keeps Analytics simple and your response rates high. It also mirror's what we have with IVR/DTMF CSAT as only one question is configurable today there as well.

Frequently asked questions

How is the SMS survey response rate calculated?

  • The percent of SMS survey responses out of all surveys sent.

  • We do not send SMS to numbers that cannot receive them.

How is prediction rate calculated?

  • The percentage of calls that have an Ai CSAT prediction out of all inbound answered calls.

Does the SMS survey expire?

  • Yes, the expiry time is 24h. If the caller replies after the window, the response is ignored.

How does Ai CSAT work?

  • Ai CSAT uses the latest deep learning technology to infer Customer satisfaction from your Dialpad call transcripts between agent and customer.

  • First, the audio from the call is transcribed into words by our proprietary speech recognition technology to maximize accuracy in noisy environments.

  • Second, the words from the transcript are then fed into a deep neural network which learns to make accurate predictions by updating its ~100 million parameters based on the 1.3 million anonymized calls used for training.

  • During this time, the algorithm learns things that impact CSAT like:
    • Did the customer get put on hold for too long
    • Does the agent keep interrupting the customer
    • Was the customers issue resolved or left unresolved
    • What was the sentiment of the customer from start to end of the interaction
    • If the customer uses language like:
      • “You’ve been so helpful, thank you”
        “You solved it! You’re the best!”
        vs
      • “I was on hold too long”
        “I want to cancel”
        “Your audio keeps cutting out”
    • etc.
  • The result is a highly precise model that can predict CSAT from the interactions in the call transcript -- more than 87% accurate!

What languages does Ai CSAT support?

  • English only for US customers.

How accurate is Ai CSAT?

  • Dialpad Ai learns from your customer interactions and improves over time. We’re ecstatic to report on average Ai CSAT accuracy is ~87%.

  • If you are using CSAT surveys through IVR/DTMF or SMS, the accuracy of Ai CSAT will be its highest. This acts as training data to help tailor the algorithm to your customer interactions. This is why we recommend collecting CSAT from your customers anyway, even if response rates are low.

  • If you are not using CSAT surveys, don’t worry Ai CSAT is still here to save you; though on average the accuracy can be 6-10% lower.

Why don’t all my calls have CSAT scores?

  • Ai CSAT enhances your CSAT analytics by adding CSAT scores for calls that don’t have survey responses. All calls are evaluated by Ai, however not all calls merit a score.
  • Agent must have Contact Center or Sell license.
  • We first check to make sure the call is in English.
  • Call cannot be a voicemail.
  • Call must be inbound.
  • If the agent still needs to follow up like:  i'll call you back, let me give you a call back), the call is not processed.
  • Sometimes it's just tough to tell. When our Ai has low confidence the customer was satisfied or not, we prefer to say it’s neutral

On export, why is Ai CSAT a ”5” or a “1”?

  • Update: As of August 1st, 2022 Ai CSAT now predicts satisfaction on a scale of 1 to 5 based on how confident it is in the satisfaction score for the interaction. Exports after this date will include calls with 1,2,3,4 or 5 as the CSAT.
  • Prior to August 1st, 2022: Ai CSAT scores customer calls as satisfied, unsatisfied, or neutral. We represent these as 5, 1, or none respectively to make it easy for you to calculate your CSAT score in Analytics as the percent of satisfied customers over all rated calls.

Why can't I find Ai CSAT data prior to Sept 22, 2021 in Analytics?

  • For customers with Dialapad Ai enabled prior to Sept 22, 2021 they will see predicted CSAT calls on and after this date. This is the first date we launched the feature.

Did I notice a change in average CSAT from Ai CSAT? What could it be?

  • We do our best to “pin” the average CSAT predicted by Ai to your customer collected averages for CSAT in order to ensure continuity and accuracy.

  • Especially for customers who do not collect customer satisfaction, there’s no information to ground the algorithm to so it’s possible major algorithm accuracy improvements can cause a change in average CSAT

  • If you notice a change in CSAT score on the following dates, this could be due to the release of a new more accurate algorithm:
    • Oct 21, 2021 - Accuracy improvement
    • Aug 1, 2022 - Ai CSAT now predicts satisfaction on a scale of 1 to 5 based on how confident it is in the satisfaction score for the interaction. More calls with a neutral score of 3 can bring down the CSAT score because they are not satisfied customers (see our FAQ: What is the CSAT score when it's shown as a percentage?)

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