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 Voice Intelligence (Vi) 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 is available for offices in the United States. 

What is Ai CSAT?

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.  

While getting input directly from your customers is still valuable, that might not be enough. That’s why we created Ai CSAT. Ai CSAT enhances your customer satisfaction surveys by inferring CSAT scores for calls that don’t have a survey response. We’ll explain more below.

Ai CSAT

Voice Intelligence (Vi) 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%!

Predictive_CSAT_Analytics.png

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 Voice Intelligence enabled then simply jump right into CSAT Analytics
  • If you don’t have Voice Intelligence enabled then read how in Enable Voice Intelligence for Offices & Shared Lines 

SMS Surveys

mceclip0.png

 

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.

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 keep 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.

  • 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?

  • Voice Intelligence 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 Vi 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.
  • Some calls are neutral.
  • 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”?

  • 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 Voice Intelligence (Vi) 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 Vi 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

Was this article helpful?

/