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Agents CSAT Decline Alert Agent

CSAT Decline Alert Agent

Monitors CSAT scores and alerts on declines to boost service quality and customer retention with timely feedback actions.

About the Agent

The CSAT Decline Alert Agent enhances the CSAT monitoring process by leveraging Generative AI to track customer satisfaction scores and categorize interactions based on trends. This automation eliminates manual tracking, enabling customer service managers to focus on direct service improvements and customer engagement. By detecting significant declines in satisfaction scores, the agent provides timely alerts that allow managers to swiftly address potential service quality issues, maintaining alignment with customer expectations.

In addition to immediate notifications, the agent contributes to long-term service quality improvement. Continuous monitoring and proactive alerts help prevent prolonged service degradation that could lead to customer dissatisfaction and attrition. Its seamless integration with existing systems empowers customer service teams to make data-driven decisions quickly. This proactive approach boosts customer retention and enhances overall support efficiency, ensuring a high return on investment and a competitive edge in the market.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for CSAT Decline Alert Agent:

Customer IDCustomer NameInteraction IDInteraction DateCSAT Score
C001Mason WainwrightINT0019/1/202492
C001Mason WainwrightINT0029/15/202485
C002Leah WaddingtonINT0039/2/202488
C002Leah WaddingtonINT0049/18/202471
C003Devin LangfordINT0059/5/202475
C003Devin LangfordINT0069/20/202455
C004Anya RoussosINT0079/7/202494
C004Anya RoussosINT0089/25/202478
C005Kiran MathisonINT0099/9/202489
C005Kiran MathisonINT0109/26/202467
C006Rachelle MathewsINT0119/10/202482
C006Rodrigo VarskiINT0129/27/202453
C007Rodrigo VarskiINT0139/12/202488
C007Nia BeaufordINT0149/29/202480
C008Isabella SturgessINT0159/13/202470
C008Isabella SturgessINT0169/30/202448
C009Amara KleinerINT0179/14/202495
C009Amara KleinerINT0189/28/202478
C010Julian FaulknerINT0199/16/202484
C010Julian FaulknerINT0209/30/202462
Customer Interaction Feedback - Detailed Insights


Customer: Devin Langford (ID: C003)


Interaction ID: INT006

Date: 2024-09-20

CSAT Score: 55

Feedback:

The customer expressed concerns about the delays in addressing their inquiry. Despite being promised a quick resolution, the case was held up for over three days, and the customer had to repeatedly follow up. Furthermore, the customer indicated that the representative lacked clarity on the procedures, further contributing to frustration.




Customer: Rodrigo Varski (ID: C006)


Interaction ID: INT012

Date: 2024-09-27

CSAT Score: 53

Feedback:

Rodrigo mentioned that the technical support provided did not resolve his issue on the first attempt, which required multiple escalations. He also noted that the representative seemed unfamiliar with his previous interactions and asked repetitive questions. This led to a significant loss of confidence in the company’s ability to resolve his technical issue efficiently.




Customer: Isabella Sturgess (ID: C008)


Interaction ID: INT016

Date: 2024-09-30

CSAT Score: 48

Feedback:

Isabella reported being highly dissatisfied with the handling of her case. She had to deal with multiple representatives, each of whom seemed unaware of her previous communications. The case was not properly escalated, and despite providing all the necessary information upfront, she was asked to resubmit the same details multiple times. This inefficiency left her feeling that the company lacked coordination.




Customer: Julian Faulkner (ID: C010)


Interaction ID: INT020

Date: 2024-09-30

CSAT Score: 62

Feedback:

Julian mentioned that while the issue was eventually resolved, the process took longer than expected. He expressed disappointment in the communication throughout the process, noting that updates were sporadic, and he often had to reach out to get a status update. The representative was polite, but the overall experience left Julian feeling that the company lacked urgency.

Deliverable Example

Sample output delivered by the CSAT Decline Alert Agent:

CSAT Decline Alert Report


Date: 2024-10-14

Monitored Agent: CSAT Decline Alert Agent

Report Prepared for: Customer Service Manager, Global Support Operations  




1. Executive Summary:


This report outlines a significant decline in customer satisfaction scores (CSAT) over the monitoring period of September 2024. We observed a marked decline in the CSAT scores of four key customers, highlighting areas of concern that require immediate attention. These customers expressed dissatisfaction with resolution times, communication gaps, and repetitive handling of cases. Addressing these issues promptly can lead to improved customer retention and higher satisfaction rates.




2. Customers with Significant CSAT Decline:


Customer: Devin Langford (ID: C003)


    

  • Interaction ID: INT006  
    • 

  • Previous CSAT Score: 75  
    • 

  • Current CSAT Score: 55  
    • 

  • Decline: -20 points  
    • 

  • Key Issues: Delayed response times, multiple follow-ups, unclear communication from the representative.  
    • 

  • Suggested Actions:  
      

    • Review case-handling procedures to ensure quicker response times.  
      • 

    • Provide better communication training for representatives to handle escalations effectively.  
      • 

    

    • 



Customer: Rodrigo Varski (ID: C006)


    

  • Interaction ID: INT012  
    • 

  • Previous CSAT Score: 82  
    • 

  • Current CSAT Score: 53  
    • 

  • Decline: -29 points  
    • 

  • Key Issues: Unresolved issue on the first attempt, multiple escalations, repetitive questioning.  
    • 

  • Suggested Actions:  
      

    • Establish better continuity in case handling by ensuring that representatives have access to prior interaction history.  
      • 

    • Train representatives on technical issues to avoid repeated escalations.  
      • 

    

    • 



Customer: Isabella Sturgess (ID: C008)


    

  • Interaction ID: INT016  
    • 

  • Previous CSAT Score: 70  
    • 

  • Current CSAT Score: 48  
    • 

  • Decline: -22 points  
    • 

  • Key Issues: Inefficiency in handling the case, multiple representatives unaware of prior communications, resubmission of details.  
    • 

  • Suggested Actions:  
      

    • Streamline the case escalation process to avoid repetitive handling.  
      • 

    • Implement a customer history tracking system to provide representatives with relevant information at every stage.  
      • 

    

    • 



Customer: Julian Faulkner (ID: C010)


    

  • Interaction ID: INT020  
    • 

  • Previous CSAT Score: 84  
    • 

  • Current CSAT Score: 62  
    • 

  • Decline: -22 points  
    • 

  • Key Issues: Long resolution time, sporadic communication, lack of urgency in updates.  
    • 

  • Suggested Actions:  
      

    • Develop a system to provide customers with regular status updates on their cases.  
      • 

    • Improve internal processes to handle inquiries with greater urgency.
      • 

    

    • 





3. Key Trends & Recommendations:


    

  • 

    Trend 1: Communication Issues
    
Across all cases, customers expressed dissatisfaction with communication, specifically delays and the need for repetitive explanations. Improving communication processes, including automatic status updates and better escalation procedures, can enhance customer satisfaction.
    

    • 

  • 

    Trend 2: Resolution Time
    
In nearly all declining cases, customers reported delays in resolving their issues. This is a significant pain point that impacts overall customer satisfaction. Speedier resolution processes, including prioritization of escalated cases, will help mitigate this.
    

    • 

  • 

    Trend 3: Continuity in Service
    
Customers consistently noted that different representatives seemed unaware of their case history. Providing representatives with access to prior interactions will help improve consistency and reduce frustration.
    

    • 



Actionable Next Steps:


    

  1. Improve Response Times: Investigate bottlenecks in case resolution and streamline procedures for quicker handling of customer issues.
    2. 

  2. Enhance Representative Training: Train representatives to provide clearer communication, especially during escalations, and ensure they are equipped with all necessary tools to resolve issues on the first attempt.
    3. 

  3. Case Continuity System: Develop or implement a system that provides a comprehensive view of customer interaction history to prevent repeated questioning.
    4. 

  4. Customer Communication Plan: Design a proactive communication plan to regularly update customers on their case status and expected resolution times.
    5. 





4. Conclusion:


Addressing the outlined issues will not only improve CSAT scores but also lead to greater customer retention and satisfaction. By implementing the suggested changes, the company can prevent long-term service degradation and ensure that its customer service remains aligned with customer expectations.