Understanding Predicted CSAT Score for Tickets
Updated
What is a Predicted CSAT Score ?
Customer Satisfaction Score or CSAT score is an AI Based scoring system designed to measure customer’s happiness/satisfaction for care cases on a scale of 1-100.
How is CSAT Score Predicted ?
The predicted CSAT rating measures the predicted satisfaction level of a customer based on the context of the conversation in Care Console.
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 Predicted CSAT Score for a ticket in the Ticket Properties in Care Console.
Components of CSAT Score :
Sentiment : Tonality of a particular message. Meaning, whether the message is in positive, negative or neutral tone.
Intensity : This tell how positive or negative a particular sentiment or a message was.
For example : “good” is a positive sentiment and low intensity whereas “extremely good” is a positive sentiment with high intensity.Message Category : This categorises messages in conversational buckets of complaint, leads, enquiry and compliment.
Previous CSAT : This is the CSAT of the previous Fan message within the same ticket (if it exists).
CSAT Flow in a Typical Care Ticket :
CSAT Score for Different Categories :
Generally CSAT is not used in absolute terms. Rather in form of categories or buckets to give an overall understanding as to where the case strands in terms of customer satisfaction