CSAT.AI
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About
CSAT.AI is an advanced solution for customer service quality assurance (QA) and customer experience (CX) management, developed by Navedas, a Los Angeles-based company. The platform integrates AI technologies, including patented algorithms and generative AI, to enhance agent performance through real-time coaching and automated evaluations. It offers customizable metrics and supports multiple channels like email, chat, and social media. With features designed for remote teams, CSAT.AI ensures agents can be effectively managed from anywhere, improving customer satisfaction and minimizing QA costs by up to 50%. Clients report up to a 21% increase in CSAT scores and an 85% or higher first contact resolution rate. A 21-day free trial is offered alongside various subscription plans.
Platform
Task
Features
• 24/7 customer support
• patented predictive score
• automated quality assurance evaluations
• real-time customer sentiment analysis
• generative ai coaching
• customized metrics
• multi-channel support (email, chat, sms, social media)
• voice analysis and feedback
• integration with major crms (e.g., zendesk, salesforce)
• gamified guidance for remote agents
FAQs
Why CSAT.AI?
CSAT.AI provides an innovative approach to customer service by employing AI for quality assurance.
What is AI for QA?
AI for QA refers to the use of artificial intelligence to systematically evaluate customer service interactions to enhance performance.
How can CSAT.AI improve First Contact Resolution (FCR)?
CSAT.AI utilizes advanced analytics to enhance First Contact Resolution by providing real-time feedback to agents.
Why is automating QA important?
Automating QA is crucial for maintaining consistency and elevating service quality, allowing teams to focus on strategic tasks.
Is CSAT.AI good for morale?
CSAT.AI can positively influence morale by promoting continual improvement and recognizing high performance.
How does CSAT.AI improve customer service agent performance?
CSAT.AI boosts agent performance by offering real-time coaching based on interaction analytics.
What CRM platforms are supported?
CSAT.AI supports popular CRMs and can be integrated with various customer service platforms.
Is CSAT.AI a Survey?
CSAT.AI incorporates surveys but primarily focuses on the analysis of customer interactions.
Can CSAT.AI help me?
Absolutely! CSAT.AI improves overall service quality and operational efficiency.
What is on the CSAT.AI Scorecards?
The CSAT.AI Scorecards detail key metrics and KPIs on agent performance and customer interactions.
Can I change the metrics and/or weights?
Yes, you can customize the metrics and weights based on your organizational needs.
What Channels do you support?
We support various channels including email, live chat, and social media.
Do you support voice?
Yes, CSAT.AI includes voice support as part of its comprehensive feature set.
I have a large customer service center with multiple teams, is CSAT.AI right for me?
CSAT.AI is designed for scalability, making it suitable for large centers with multiple teams.
How does CSAT.AI assist in agent training?
CSAT.AI provides training insights that facilitate targeted development for agents.
How does CSAT.AI work?
CSAT.AI operates by analyzing agent-customer interactions using machine learning and deep learning algorithms.
Tell me more about your automated reporting…
Our automated reporting offers real-time insight into performance, helping identify areas for improvement.
How do I get started on Zendesk?
Getting started with CSAT.AI on Zendesk is straightforward; we provide detailed instructions.
Can I get the reporting before I implement the live scores to my agents?
Yes, you can access preliminary reporting prior to full implementation of live metrics.
Tell me more about Quality Assurance, CSAT, and Sentiment…
We offer extensive resources to deepen your understanding of quality assurance, CSAT measures, and sentiment analysis.
I want CSAT.AI, how do I get my boss onboard?
We provide resources and strategies to help secure executive buy-in for implementing CSAT.AI.
My team scales or becomes distributed, or if I hire temporary workers, am I concerned about a dip in CSAT or overall service quality?
CSAT.AI is designed to maintain quality during scale, minimizing risks associated with temporary hires.
What if we don’t think CSAT measures agent quality?
CSAT.AI measures various facets of performance beyond traditional CSAT scores.
Pricing Plans
Lite
Free Plan• 100 tickets limit per month
• Email, Livechat, Social Media Support
• Manager Dashboard
• Weekly CX Report
• QA Workflow
• QA Scorecard
• Performance Trend
• Results within 24 hours
Professional
USD20.00 / per user, per month billed annually• Unlimited tickets
• Agent Coaching
• AI-powered Surveys
• Brand Threats
• Agent Abuses
• Trending Keywords
• Agent Dashboard
• Customer Sentiment Journey
• Create your own Phrase-based and Gen AI Models
• Priority Support
Enterprise
USD49.00 / Starting at• Voice analysis with CSAT
• Summary
• Sentiment & Coaching
• Custom Agile Workflow
• API Integration
• Custom Algorithm & Metrics
• Voice Analysis
• 24/7 Support
• Private Cloud Hosting (min. 500 agents)
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