CSAT Collection & Analysis
Automated satisfaction surveys with sentiment analysis and trend detection
CSAT Collection & Analysis automates the entire customer satisfaction feedback loop. After every ticket resolution, the system sends context-appropriate surveys and analyzes responses using AI-powered sentiment analysis.
Beyond simple numerical ratings, the AI reads free-text feedback to extract themes, detect frustration signals, and identify service improvement opportunities. Trend analysis spots patterns across clients, technicians, and issue categories — revealing systemic issues before they erode satisfaction.
Detractor alerts trigger immediate recovery workflows, ensuring unhappy clients receive personal follow-up before dissatisfaction becomes churn risk.
How It Works
Survey
Automated, context-appropriate surveys are sent post-resolution via the client's preferred channel.
Analyze
AI performs sentiment analysis on ratings and free-text feedback.
Trend
Cross-client and cross-technician trend analysis reveals systemic patterns.
Act
Detractor alerts trigger recovery workflows; insights feed QBR reporting.
AI Capabilities
Sentiment analysis on feedback
Theme extraction from free text
Trend detection across dimensions
Detractor prediction
Human-in-the-Loop Checkpoints
- Review and respond to detractor alerts
- Customize survey templates
- Validate AI trend insights
Key Metrics
Connected Process Areas
This process area integrates with related capabilities across the platform.
See CSAT Collection & Analysis in Action
Experience AI-powered service desk automation — from insight to action in a single platform.