AI CSAT
Predict customer satisfaction with Dialpad AI CSAT
Boost customer satisfaction with real-time insights and predictive CSAT scores on every customer interaction.
PREDICTIVE INSIGHTS
Increase CSAT by 14% in less than three weeks
Automatically collect CSAT scores on every call
Truly listen to all of your customers and analyze 100% of your conversations in real time.
Gain predictive insights right out of the box
No setup needed. Dialpad’s predictive analytics make it easy for every company to access meaningful customer insights without complicated customization.
Improve CSAT in real time
Empower supervisors, agents, and sellers to take action with real-time customer insights.
AI CSAT + SMS SURVEYS
Combine AI CSAT with SMS surveys for unparalleled accuracy
Develop a rich picture of CX at every stage of the journey
Leverage the combination of SMS surveys with real-time AI CSAT to provide a holistic view of the customer experience.
CSAT accuracy you can trust
We've analyzed thousands of conversations to develop deep learning models that infer customer satisfaction with 87% accuracy and continue to improve over time with use.
The highest CSAT coverage in the game
Move away from traditional survey response rates of 5% to 100% coverage with AI CSAT.
See the why behind every score with AI CSAT Explanations
Seven categories, one clear picture
AI CSAT tells you the score. AI CSAT Explanations tells you why. Every scored call is evaluated across seven categories: Agent Communication, Agent Empathy and Professionalism, Agent Knowledge, Agent Speed and Efficiency, Completeness of Resolution, Customer Sentiment, and Operations. Each category is scored individually and averaged into the overall AI CSAT score, so supervisors can see exactly which part of a call drove satisfaction up or down instead of guessing from a single number.
Consistent service, wherever customers reach you
The same seven categories apply to every call, at every location, so a team running service across multiple sites can spot the same patterns everywhere instead of tracking down site-by-site inconsistencies. If one location is consistently scoring low on Agent Knowledge or a specific team keeps triggering Operations issues, that shows up clearly in Coaching Hub, where supervisors can act on it directly.
EF Education First used Dialpad's AI CSAT to raise its customer satisfaction score from 89% to 97% by inferring satisfaction from 100% of its calls, giving the team full visibility into service quality instead of relying on the small share of customers who respond to surveys.
Game-changing AI features
Automatic predictive CSAT insights
Organize CSAT scores by line of business to truly understand customer sentiment.
AI CSAT Explanations
See exactly which categories, like agent knowledge or resolution completeness, are driving a call's score up or down.
Real-time reporting
Stop waiting for enough CSAT responses to react. AI CSAT gives responses seconds after the call.
Agent performance reports
Get granular down to the agent. See how remote agents are performing as easily as agents in the office.
SMS surveys
Strengthen AI CSAT accuracy by utilizing our SMS survey feature as an additional data input.
Real-time agent assist
AI Live Coach Cards instantly pop up on agents' screens with all the relevant information for certain topics—as soon as specific keywords or phrases are spoken.
Collect CSAT scores on 100% of customer calls
Dialpad’s Support gives agents one beautiful workspace to manage every customer conversation.
AI CSAT FAQs
Dialpad’s AI platform for customer experience enables you to monitor your entire contact center from a single, centralized workspace. The dashboard unifies voice and omnichannel data, offering a holistic, real-time view of all key performance indicators to help you manage and optimize performance efficiently.
With Dialpad’s Queue Health Report, you can proactively monitor queue performance by tracking essential metrics like wait times, call volumes, and SLA achievement in real-time. Use the leaderboard view to identify potential bottlenecks and ensure a smooth customer waiting experience.
With Dialpad’s advanced talk time metrics, contact center leaders can go beyond simple call duration to analyze conversation dynamics. With leaderboard columns for agent talk time, listen time, and silence, you can filter calls to pinpoint specific coaching opportunities and refine communication strategies.