About the Project
The satisfaction research automation system (NPS, CSAT) enables continuous monitoring of customer and employee feedback without additional resources. The system integrates with survey tools (Tally) and transactional systems to send feedback requests at the perfect moment (e.g., after closing a ticket, after a purchase).
A key component is the AI analysis of open-ended responses. The system automatically categorizes feedback (positive/negative), extracts main themes (e.g., "long wait times", "friendly service"), and alerts managers in case of negative ratings.
Applications
- NPS Surveys: After project completion or periodically.
- CSAT Surveys: After customer service contact.
- Product Feedback: Collecting opinions on new features.
- Employee Surveys: Team sentiment research.
Key Features
Event-triggered survey distribution
Open-ended response sentiment analysis
Automatic reports and dashboards
Dissatisfied customer alerts
Survey personalization
Project Links
Benefits
- Rapid identification of problems and risks
- Better understanding of customer needs
- Automated feedback collection process
- Ability to quickly respond to negative feedback