On June 7, Dialpad launched Ai CSAT, a real-time, predictive engine for customer satisfaction (CSAT), as part of its broader Customer Intelligence offering. Made generally available earlier this year, Dialpad announced the solution on June 7, 2022.
With artificial intelligence (AI) increasingly making its way into enterprise and communications applications, those of us who watch the contact center market will understand why Ai CSAT was developed. Most companies today make customer experience decisions based on hearing from a decidedly unrepresentative five percent or less of their customers. Why? Because it is only the angriest or happiest customers that respond to the satisfaction surveys sent after interactions with contact centers—and this self-selected sample pool dramatically skews the results.