Navedas Unveils CSAT.AI to Enhance Customer Experience (CX) and Agent Experience (AX) on Zendesk
Navedas Technology Solutions Inc. released CSAT.AI, a customer satisfaction app (CSAT) built to enhance CX and AX, in real time, on Zendesk Inc.’s leading cloud-based customer service platform.
CSAT.AI uses artificial intelligence and machine learning to inform agents when they have successfully addressed and answered the customer’s questions. This innovative tool monitors 100% of engagements via automation, performing cost effective Quality Assurance (QA). CSAT.AI proactively utilizes customer satisfaction experiences before the end of the engagement. It monitors agent empathy while predicting customer satisfaction scores, and provides immediate positive reinforcement of good service. Customer service issues analyzed via categories (ie. delivery, subscriptions etc.), by agent or even by agent groups provide a holistic understanding of trends. Leaders have specific, actionable data to facilitate coaching low performers or rewarding star performers.
Read More: Hello. This Is Akeira. How Can I Help You?
“Historically, QA has measured only 2% – 4% of engagements, providing limited snapshots long after the interaction is over. #Timesup on agents routinely harassed by customers: being sworn at or called names. We run QA on 100% of engagements, it makes sense to add a beneficial layer for agents too. CSAT.AI is the perfect tool.” ~Pullak Mohanty, Co-founder
QA is no longer time-consuming nor cost prohibitive. CSAT.AI empowers leadership to apply standards of service evenly across organizations. Scale contact center operations with actionable data supporting your QA teams’ ability to deliver quality service. CSAT.AI supports chat and email channels with multiple packages available.
The Zendesk Customer Experience Trends 2019 states: “Enabling the right software for your customer support team is a must—and so is empowering the people who support your customers. This means giving managers and agents the right structure and tools.”
Read More: WalkMe Announces Realize: The World’s First Digital Adoption Event
