Measuring CX Interactions with Inferred CSAT and Resolution Rate

One of the first things to do to open the black box of conversational experience is to measure their effectiveness. You cannot improve something unless you can measure. 

Watch how industry thought leaders Christy Luykenaar and Emre Tekoglu are measuring the effectiveness of their CX (Customer Experience) interactions across automated and human agents in the age of Gen AI in this clip from our talk at Customer Contact Week, Las Vegas.

Some leading metrics are as follows:

Inferred CSAT - CSAT score automatically computed for 100% of conversations in real time without relying on post interaction surveys. The latter tend to be biased, less objective and a lagging indicator.

Resolution Rate - was the user issue actually solved by the bot or human agent?