CSAT
ichbihikaddouri
Published:
03/08/23 3:49 PM
6 views
1
6
Bonjour,
j'aimerais s'ils vous plait connaitre la méthode avec laquelle Sprinklr calcul la CSAT dans les appels du service client ?
Idea
Updated
2 years
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Bonjour @ichbihikaddouri ,
Le CSAT (score de satisfaction du client) est un modèle global et il est calculé sur la base de 4 paramètres : Sentiment, Intensité, Catégorie de message et score précédemment établi de Predicted CSAT. Le sentiment à la pondération la plus élevée pour le calcul de la CSAT, suivi de l'intensité, puis de la catégorie de message.