📣 Samurai Release: Customer Sentiment and Agent Empathy Score Metrics

Imagine having AI-powered support to analyze and assess your agents' cases, providing insights on both Customer Sentiment and Agent Empathy Scores within the messages and conversations.

Sounds enticing? Now picture this: complete coverage for all your agents' messages and tickets, ensuring a comprehensive evaluation across the board!"

🤖 Samurai presents you with our in-house built* AI-driven metrics of Customer Sentiment and Agent Empathy Score

❗️In-house built meaning that your case data is not being analyzed by any 3rd party tool and all of your ticket data never leaves Kaizo! 

🚨Before we start, it is crucial that your Account Owner or Admin will enable this AI feature inside Settings -> Samurai, otherwise you and your team will not see this feature being available inside Kaizo. More about how to do that can be found here. 

⭐️ What value will I derive from this metric?

By integrating AI-driven metrics like Customer Sentiment and Agent Empathy Score into the Agent's Performance overview and QA processes, organizations can achieve the following:

• Evaluate agent performance: Analyze whether Customer Sentiment improved after interactions with agents.
• Identify potential issues: Spot after which event or message the Customer’s Sentiment dropped, and take immediate actions to prevent a negative CSAT from happening.
• Real-time feedback: The AI-driven metrics can provide a real-time overview of individual customer messages, allowing timely intervention and resolution of customer issues, preventing potential escalations, and improving customer satisfaction.
• Data-driven decision-making: AI-driven metrics provide objective and quantitative data on Customer Sentiment and Agent Empathy Scores.

🤩 You can find these metrics in the following locations within Kaizo:

• For the QA rating purposes
• When drilling into the Performance metrics inside the Agent Scorecard
• When reviewing the Incidents behind Missions in Missions/Dojo

🔥Stay tuned for more updates and places where the Agent's Empathy Score metric will be added! 

🧐 Let's dive into how these metrics are calculated:

Both the Customer Sentiment and Agent Empathy Score metrics are available in two formats:

• For individual messages: Each Public Reply or Chat Message from both the customer and agent is assigned a Sentiment or Empathy Score, respectively.

• Average Case Result: Additionally, an average result is calculated for the entire case by summing up the sentiment or empathy scores of all messages and dividing it by the total number of messages sent.

Learn more about the Customer Sentiment and Agent Empathy Score metrics and meet our new Samurai here!