Customer satisfaction (CSAT) is a crucial metric for understanding customer happiness with provided service. Organizations typically collect CSAT through customer surveys; however, response rates are often low. Additionally, responses tend to come from customers with exceptionally good or bad experiences, which skews overall feedback and leaves gaps in understanding customer sentiment.

Elevate your customer experience with Cisco's AI-powered Auto CSAT. This solution uses deep learning to predict customer satisfaction scores from call interactions, providing real-time, actionable insights. These predictive scores enable data-driven decisions, foster continuous improvement, and ensure high-quality customer service. Auto CSAT empowers proactive issue resolution, preventing escalation and creating opportunities to boost customer satisfaction.

Limited data and feedback can significantly hinder progress and decision-making in various situations. Here are some key challenges associated with this:

• Difficulty understanding customer satisfaction—Low CSAT response rates make understanding customer satisfaction challenging. This lack of consistent feedback hinders assessment of whether the service meets customer expectations.
• Limited access to personalized coaching—Infrequent evaluations and limited insights prevent timely feedback and tailored coaching, hindering skill improvement and role growth.
• Handling issues reactively—Without proactive insights, there is a tendency to address customer dissatisfaction reactively, after escalation, hindering positive outcomes.

Auto CSAT scores are available in Webex Contact Center Analyzer and accessible via browser links shared by your manager. These reports offer valuable insights for performance improvement and enhanced customer experiences.

You can effectively use Auto CSAT scores in the following ways:

1. Track Performance—Monitor customer satisfaction scores for handled calls to understand customer perception of service.
2. Identify Growth Areas—Use score insights to pinpoint areas for improvement, guiding focus on specific skills or behaviors for enhanced customer interactions.
3. Optimize Approach—Leverage insights for real-time strategy adjustments. Examples include:
   • Adjusting tone or phrasing to align with customer expectations.
   • Refining responses to common pain points based on customer patterns.
4. Engage in Targeted Upskilling—Collaborate with your manager for tailored training, strengthening areas with the greatest impact on customer satisfaction.
5. Enable Continuous Improvement—Regularly review Auto CSAT trends to measure the impact of changes. Use insights to fine-tune interactions, identify emerging patterns, and improve overall customer satisfaction.

With actionable insights at your fingertips, you can take ownership of your growth, proactively address challenges, and consistently exceed customer expectations.