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IrisCX Introduces Real-Time Customer Feedback Solution for Video Interactions

By Tracey E. Schelmetic July 19, 2023

Today, most contact centers operate some type of customer satisfaction measurement program, which may be based on a number of factors like Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores. Unfortunately, these metrics don’t reflect every customer interaction since only a fraction of their customers’ feedback is collected after the fact (and often hours, or even days, after the interaction).

Wouldn’t it make more sense to gather customer sentiment during the transaction itself? What if you could measure satisfaction based on other factors instead of self-reporting? What if you could gather customer sentiment from every customer you interact with?

IrisCX, which provides a smart video platform for virtual product selection, DIY setup and support, recently introduced Session Score, a real-time, AI-based customer satisfaction measurement tool that helps contact centers improve their service quality. Session Score gathers information about a customer’s satisfaction level in real time during a video call rather than relying on after-the-fact customer surveys and customer loyalty measures. Session Score is a new feature of the IrisCX platform. The technology integrates with customers’ existing tech stacks and can be integrated into existing agent toolsets.

Session Score measures factors that impact customer satisfaction including sentiment analysis and tone of voice along with measuring performance of standard operating processes. By analyzing every customer interaction, companies can gain a better measure of customer experience.

Using a library of customer interactions, IrisCX AI technology can produce Session Scores retroactively by analyzing historical data, and a slew of metrics that uncover new insights. IrisCX AI can also identify coaching moments automatically so organizations don’t have to search through thousands of hours of audio and video to find them.

“With traditional metrics like NPS and CSAT, contact center leaders can only rely on information from a small percentage of customers who provide feedback,” said Eradj Khaidarov, CTO of IrisCX, in a statement. “By analyzing every interaction, we can provide a comprehensive score that truly reflects the customer’s actual experience. This allows customer experience leaders to make better decisions based on real-time data.”

Edited by Alex Passett
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