Smart CSAT Model Upgrade 💫 Join the BETA

We're soon rolling out an upgraded model for Smart CSAT, and we'd like you to see it first.

Smart CSAT already gives you satisfaction signal on every conversation, not just the ones customers reply to. The new model sharpens that signal considerably — it's better at reading nuance, and more disciplined about what it scores in the first place.

What's new:

• Knows when not to score. Internal threads, notifications, and other non-customer conversations are now recognised and left out, so your scores reflect real interactions only.
• Handles open-ended conversations fairly. When a customer doesn't reply, that's no longer read as dissatisfaction.
• Identifies the right customer. In conversations with several participants including other teammates who are not on front, the model better identifies external participants to measure.
• A more discerning scale. Ratings are better distributed across the range, so a 5 means more than it used to.

We're opening this to a small group of customers ahead of general release. Would you like to be one of them? Comment YES, and I’ll reach out to you with the details!