Mattersight Tool Offers C-SAT Without the Survey

US customer analytics specialist Mattersight has launched a service, 'Predictive Customer Satisfaction Analytics', which it says will automatically predict the rating score a customer will give following an interaction, without the need for a survey.

Mattersight's behavioral analytics service - which is based on proprietary algorithms and applied behavioral models - captures and analyzes customer and employee interactions, employee desktop data and other contextual information.

With the new tool, every captured customer interaction is given a customer satisfaction score without questions asked - the firm claims surveys are often not statistically valid and carry a high cost. The resulting data attributes are correlated to customer satisfaction, and customers assigned an overall satisfaction.

President and CEO Kelly Conway comments: 'Our customers express a strong need to improve customer satisfaction, but their current data isn't actionable. With Predictive Customer Satisfaction Analytics, they'll have the insight necessary to drive measurable improvement in customer satisfaction.'

Web site: www.mattersight.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.