CSAT.AI
Click to visit website
About
CSAT.AI is a customer service QA and CX platform that uses AI to automate quality assurance, provide real-time agent coaching, and analyze customer sentiment. It integrates with platforms like Zendesk and Salesforce, offering features such as AI-powered surveys, generative AI for coaching, and support for multiple channels (email, chat, SMS, social media). CSAT.AI aims to improve agent performance, increase CSAT scores, and reduce QA costs. It offers various pricing plans, including Lite, Professional, and Enterprise.
Platform
Features
• sentiment analysis
• generative ai
• live agent coaching
• ai-powered csat surveys
• qa automation
• automated evaluation
• gamified guidance
• remote agent management
FAQs
Why CSAT.AI?
CSAT.AI improves and evaluates customer service in-the-moment. Prevent bad customer experience while training agents and scaling QA with customizable automatic scoring. Analyze 100% of email, chat, and social media interactions for issue resolution, sentiment, empathy, and so much more.
What is AI for QA?
CSAT.AI monitors 100% of engagements! Beat the current quality assurance standard for customer service which only covers 2%-5% of engagements. Get ahead of your competition with 100% coverage. CSAT.AI scores agents for 1.5 cents to 2 cents per ticket on average and it lets you know:When customer’s questions have been answered.When agents have been empathetic.And if your agents WOW with their service!
How can CSAT.AI improve First Contact Resolution (FCR)?
FCR improves when customers get their questions answered completely during the initial conversation, eliminating the need for additional contacts. CSAT.AI informs agents if customer questions have been answered.
Why is automating QA important?
Before CSAT.AI, QA was a labor intensive process only producing partial data and completed long after the engagements ended. CSAT.AI automates and streamlines the QA workflow with proactive feedback on 100% of interactions. Quick and comprehensive feedback allows agents to improve their CSAT scores. CSAT.AI eliminates spreadsheets and biases through automation.
Is CSAT.AI good for morale?
Yes! Strong agent-manager relationships are built with trust. CSAT.AI is an unbiased method for evaluating the performance of your customer service team. It also notifies managers when agents are harassed or abused by customers so agents can be properly supported in the most stressful part of their job.CSAT.AI is structured to facilitate communication not only between agents and customers, but also between agents and their team leads, and management. Agents have a voice in the scoring process supported with intuitive workflows to verify and challenge scores when necessary. This creates a fair, comprehensive environment with lots of positive reinforcements.
How does CSAT.AI improve customer service agent performance?
CSAT.AI is a proactive solution for customer service agents. Agents are notified of their CX scores during the interaction and QA dashboards update immediately after an interaction. This timely data allows agents to course correct and prevent bad habits. Additionally, agents have their own dashboards where they can easily track their personal performance over time.With CSAT.AI management has the necessary data to plan further training and rewards for excellent service. Agents are given a score on a scale of 1-5 stars on:Solution – how completely the customer question is answeredEmpathy – how understanding and engaging the agent is. Do they greet the customer by name?WOW! Service – level of exceptional service which includes:Clarifying questions – if the agent has asked the customer for details to ensure the problem is fully addressed.Additional information provided – are customers informed on relevant details to their inquiries.Offensive language – identifying when the agent is in appropriate – complete WOW score is nullifiedGrammar – notification of grammar/spelling errorsManagement is notified when agents have been harassed. This allows management to step in and provide support to the agent after unacceptable customer behavior.
What CRM platforms are supported?
Currently we support Zendesk.Other platforms are coming soon!
Is CSAT.AI a Survey?
CSAT.AI has surveys, but there is so much more! It shows 3 moments of truth from 3 sources.1. Our original patent pending CSAT.AI which uses AI and machine learning to evaluate the customer service agent’s performance.2. Customer Sentiment assessment based on what the customer writes during the engagement.3. CSAT Survey resultsCSAT.AI macro surveysCSAT.AI Intelligent Surveys (Beta)Zendesk surveys
What is on the CSAT.AI Scorecards?
Scorecards per agent and/or channel (Email, Live Chat, Social Media, etc.) include core metrics which are automatically scored with AI.Including:SolutionEmpathyFollow-up (Closing)Issue ClarificationAdditional information provided?GreetingsImproper Ticket ClosingGrammarScorecards can also include additional custom metrics with manual scoring. (Additional automatic metrics are in the works!)
Can I change the metrics and/or weights?
Yes! On the Admin settings page you may choose what percentage each metric contributes to the total score.
What Channels do you support?
All text based channels including: chat, e-mail, social media etc.
Do you support voice?
Not yet, but we’re working on it!
I have a large customer service center with multiple teams, is CSAT.AI right for me?
Yes! Yes! Yes! CSAT.AI prescreens large volumes of tickets with AI so your time is spent improving the bad not staring at line after line of good tickets. Assign tickets in bulk to QA agents tracking verifications and communications with agents in one place.CSAT.AI’s QA workflow allows you to prioritize tickets with automatic scoring and is designed to allow multiple graders to review questionable tickets while tracking feedback. Agents are given a place to disagree and communicate with managers so adjustments can be based on real world results keeping everyone accountable.Easy to use customizable metrics enable QA agents to focus and track their time. You’ll be able to scrutinize more tickets, with better consistency with fewer people.
How does CSAT.AI assist in agent training?
Agents can see immediate feedback on the quality of their responses via AI with built in tools to facilitate conversation and training on manual reviews.It is proven that frequent feedback drives improvement. Decades of research has shown that positive feedback yields quicker results. Managers can reinforce positive behaviors without being everywhere at once. Management sets the rubric. CSAT.AI analyses then shares the results.
How does CSAT.AI work?
Our Patent Pending AI models score tickets based on hundreds of millions of ideal responses so you don’t have to. Disagree with a score? Checks and balances are built in for ongoing improvement. Your brand tone and empathy is no longer subjective – specifically respond to customers in their tone for better scores.
Pricing Plans
Lite
$8.00 / per month• Unlimited Agent Surveys
• Multi-Channel Support with Robust Filters (Tags/Categories)
• Manager Dashboard with Weekly Reports and Open-Ended Feedback Analysis
• Performance Trends with Immediate Results
Professional
$20.00 / per month• 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
$49.00• Everything in Professional plus: Custom Agile Workflow and API Integration
• Custom Algorithm & Metrics, Voice Analysis
• 24/7 Support, Private Cloud Hosting (min. 500 agents)
Job Opportunities
There are currently no job postings for this AI tool.
Ratings & Reviews
No ratings available yet. Be the first to rate this tool!
Featured Tools
Songmeaning
Songmeaning uses AI to reveal the stories and meanings behind song lyrics. It offers lyric translation and AI music generation.
View Details
Whisper Notes
Offline AI speech-to-text transcription app using Whisper AI. Supports 80+ languages, audio file import, and offers lifetime access with a one-time purchase. Available for iOS and macOS.
View Details
GitGab
Connects Github repos and local files to AI models (ChatGPT, Claude, Gemini) for coding tasks like implementing features, finding bugs, writing docs, and optimization.
View Details
nuptials.ai
nuptials.ai is an AI wedding planning partner, offering timeline planning, budget optimization, vendor matching, and a 24/7 planning assistant to help plan your perfect day.
View Details
Make-A-Craft
Make-A-Craft helps you discover craft ideas tailored to your child's age and interests, using materials you already have at home.
View DetailsPixelfox AI
Free online AI photo editor with comprehensive tools for image, face/body, and text. Features include background/object removal, upscaling, face swap, and AI image generation. No sign-up needed, unlimited use for free, fast results.
View Details
Smart Cookie Trivia
Smart Cookie Trivia is a platform offering a wide variety of trivia questions across numerous categories to help users play trivia, explore different topics, and expand their knowledge.
View Details
Code2Docs
AI-powered code documentation generator. Integrates with GitHub. Automates creation of usage guides, API docs, and testing instructions.
View Details