Enlighten CSAT - Optimize Your CX

{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What challenges does Enlighten AI for CSAT solve?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eCustomer satisfaction (CSAT) is critical to any company\u0026rsquo;s success, especially in today\u0026rsquo;s rapidly changing world. Consumers are increasingly demanding more from customer service, including increased transparency, more personalized experiences and proactive engagement. Contact centers often struggle with inadequate performance measures, as the agent soft skills proven to drive CSAT, like empathy and taking ownership, are subjective and often not measured.\u003c/p\u003e\n\u003cp\u003eOutdated quality methods further complicate the issue. Manual, subjective quality analyses are costly and inefficient, lead to only small samples being evaluated, and often result in inaccurate assessments. With 99% of interactions ignored in these types of assessments, agents often receive insufficient feedback, leading to disengagement and unpreparedness for complex customer queries.\u003c/p\u003e\n\u003cp\u003eEnlighten AI for CSAT tackles these challenges by leveraging comprehensive data from all channels and using purpose-built AI for CX models to measure 100% of interactions. This scalable solution focuses on agent soft skills and sentiment, embedded in customer experience (CX) applications, ensuring actionable insights and timely information for agents.\u003c/p\u003e"}},{"@type":"Question","name":"What makes Enlighten AI for CSAT unique?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eEnlighten AI for CSAT stands out because it leverages NICE\u0027s decades of experience and vast conversational data to deliver unparalleled insights. Think of Enlighten AI as the brain of CXone, comprising hundreds of AI models trained on extensive data to understand and predict human behaviors in customer interactions. This robust framework provides real-time feedback and guidance, integrates seamlessly across the CXone platform, including quality management, coaching, and analytics, and is ready to deliver value right out of the box.\u003c/p\u003e\n\u003cp\u003eWhat truly sets Enlighten AI apart is its ability to accurately measure nine specific agent behaviors that are proven to boost CSAT:\u003c/p\u003e\n\u003col\u003e\n \u003cli\u003eInappropriate action\u003c/li\u003e\n \u003cli\u003eDemonstrate ownership\u003c/li\u003e\n \u003cli\u003eEffective questioning\u003c/li\u003e\n \u003cli\u003ePromote self-service\u003c/li\u003e\n \u003cli\u003eActive listening\u003c/li\u003e\n \u003cli\u003eBe empathetic\u003c/li\u003e\n \u003cli\u003eAcknowledge loyalty\u003c/li\u003e\n \u003cli\u003eSet expectations\u003c/li\u003e\n \u003cli\u003eBuild rapport\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eWhen agents consistently demonstrate these behaviors, they are more likely to make personal connections with customers, respond effectively to their needs, and deliver exceptional experiences. This focus on specific, actionable behaviors helps contact centers transform their customer service into a powerful competitive advantage.\u003c/p\u003e"}},{"@type":"Question","name":"How important are agent soft skills in influencing CSAT?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eAgent soft skills are essential for creating positive customer experiences. In fact, 94% of contact center executives in a recent survey by NICE believe that these skills impact overall satisfaction, but only 41% are currently using soft skills in assessments or coaching. Soft skills like empathy and effective questioning are crucial, especially in complex or emotionally charged interactions. Enlighten AI for CSAT measures these behaviors and provides real-time feedback, helping agents continuously improve and enhance customer satisfaction. \u003c/p\u003e"}},{"@type":"Question","name":"What NICE solutions use Enlighten AI for CSAT models?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eEnlighten AI for CSAT models are deeply integrated across the CXone platform, enhancing various solutions:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003e\u003cem\u003eEnlighten AI Routing:\u003c/em\u003e This solution combines AI with available data sources to intelligently match customers with the best-suited agents in real time, improving customer connections and key performance indicators.\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eReal-Time Interaction Guidance:\u003c/em\u003e Provides immediate feedback on agent performance and customer sentiment during interactions, offering actionable guidance to enhance the customer experience.\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eSupervisor Monitoring:\u003c/em\u003e Allows supervisors to monitor interactions in real time and intervene directly if needed to ensure seamless customer experiences.\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eInteraction Analytics:\u003c/em\u003e Analyzes 100% of interactions for sentiment and agent soft-skill behaviors and correlates them to important organizational processes and KPIs such as Average Handle Time (AHT), First Contact Resolution (FCR), and customer frustration.\u003c/li\u003e\n \u003cli\u003e\u003cem\u003eQuality Management:\u003c/em\u003e Uses insights from agent behavioral scores for coaching, providing objective and consistent feedback that impacts their performance.\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"What does sentiment analysis measure?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eSentiment analysis is used to measure customer satisfaction. Using machine learning models that are trained on a large CX dataset, sentiment analysis predicts the likelihood of a positive or negative response on an after-interaction survey. Sentiment scores are calculated for 100% of interactions\u0026mdash;providing real-time and post-call insights. This comprehensive analysis helps businesses understand and improve customer experiences by addressing emotional aspects of service. It also provides a more accurate picture of overall customer satisfaction. \u003c/p\u003e"}},{"@type":"Question","name":"What type of improvements are customers realizing with Enlighten AI for CSAT? ","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eCustomers utilizing Enlighten AI for CSAT are experiencing significant enhancements. The primary improvements include increased CSAT, reduced costs associated with manual listening, and enhanced coaching effectiveness, leading to better employee engagement and performance. Additionally, it increases the consistency and accuracy of quality scoring.\u003c/p\u003e\n\u003cp\u003eAn analysis of three large enterprise customers, each handling millions to billions of interactions annually, highlights the transformative impact of Enlighten AI. By evaluating every agent interaction and focusing on soft-skill behaviors, these companies found a direct correlation between improved agent performance and positive business outcomes. Organizations can reduce AHT, improve sentiment, and increase FCR in tandem by focusing on these targeted behavioral soft skill coaching programs.\u003c/p\u003e\n\u003cp\u003eFor instance, \u003ca href=\u0022https://www.nice.com/resources/solera-and-enlighten-ai-trailblaze-ahead-with-data-and-ai\u0022\u003eSolera\u003c/a\u003e, a global leader in vehicle lifecycle management, reported a 13% improvement in CSAT within 60 days after shifting their coaching focus to soft-skill behavioral performance for over 1,000 agents. Similarly, \u003ca href=\u0022https://www.nice.com/resources/republic-services-operationalizes-its-customer-focus-with-enlighten-ai-for-customer-satisfaction\u0022\u003eRepublic Services\u003c/a\u003e, a major waste disposal company, achieved a 33% reduction in negative customer sentiment and a 30% decrease in repeat calls within six months of deploying Enlighten AI.\u003c/p\u003e"}}]}