LogoLogo
Create free AI agent
  • Welcome
    • 👋Welcome to My AskAI
  • START HERE
    • 🤷‍♂️What is an AI Customer Support Agent?
      • 💪What are the benefits of using My AskAI?
      • 🤔Who is this for?
    • 🏗️Create your AI support agent
    • ➕Add your AI agent to your website
      • ➕WordPress
      • 🛍️Shopify
      • 💬Zendesk
    • 📼Full product demo
    • ⏲️How long does it take to set-up?
    • 📺Video tutorials
    • ⭐Reviews
    • 🆘Support
  • Features
    • ❓AI answers on your content
    • 🤝Human handover
    • 🔌Channels
      • Slack
      • Microsoft Teams
      • Zapier
      • Zendesk
        • Zendesk (Messaging)
        • Zendesk (Tickets)
        • Zendesk (Tagging + Sentiment)
      • Intercom
        • Human Handover Workflows
      • Freshchat
      • Freshdesk
      • Gorgias
      • HubSpot
      • Chrome Extension
      • Zoho (SalesIQ)
      • Live Chat Channels Feature Comparison
    • ☁️Connections
      • 🔑Authorizations
    • 🛍️Shopify
    • 👤User data API and API actions
      • 👤User details API specification
    • ✏️Improve + Custom answers
    • 🔓Private (Internal) mode
    • 📂File uploads
    • 🔁SiteSync — Adding & syncing your website content
    • 💡Insights
      • 🔔Conversation insight notifications
    • 👯Team access
    • 📨Email assistant
    • 📩Lead (Email) Capture
    • 🎨Customization
    • 🔍Site search
    • 👍Conversation ratings (CSAT)
    • 🌍Languages and Localization
    • ⚡Starter actions
    • ◻️Remove branding
  • SECURITY + PRIVACY
    • 🔐Security
      • On-Premise
      • OpenAI API keys
      • SOC-2
    • 👣Privacy
      • Your content
      • Your data
      • OpenAI
      • Regulations
        • GDPR compliance
        • HIPAA
  • ACCOUNT MANAGEMENT
    • 💲Pricing + plans
    • 🧱Limits
      • Exceeding limits
      • Conversations
    • 🦸‍♀️Your profile
      • Changing your email
      • Close your account
    • 💳Billing
      • Change plan
      • Update payment card
      • Download an invoice
      • Discounts
      • Refunds
      • Tax
      • Cancel subscription
    • 🧑‍🤝‍🧑User access
      • Setting a Password for Your Account
      • Reset login password
    • 🤑Affiliate program
    • 💼Reselling + Whitelabelling
  • TROUBLESHOOTING
    • 🐢Slow responses
    • 💬Chat bubble not visible
    • 🤷‍♀️Why can't it answer?
    • 🗝️Login
    • 😕Website not added
    • 🗣️Issue connecting your live chat widget
    • 🤦‍♂️Oops there has been an error
  • FAQ
    • 🪖General
      • 📱Can I use the AI agent within a mobile app?
      • 🥫Can I add macros, canned or stock responses to my AI agent?
      • 👯Can I have multiple AI agents, multiple brands or multiple knowledge bases?
      • Can I route tickets to different agents?
      • 🤪Can I give my agent a personality, adjust the tone or customize the prompt?
      • 🤓Does it get smarter the more conversations it has?
      • 🤔Which messages will my AI agent respond to?
      • 🐦What are your social accounts?
      • ⚖️What is the difference between My AskAI and My AskAI Classic?
      • 🙅Will it answer questions about competitors' products?
      • ♻️My website has dynamic content, can I use My AskAI?
      • 🤷‍♂️What if it can't answer?
      • 👃Will it make things up?
      • 💡Feature suggestions
      • 🎏Answer streaming
      • 🌡️Temperature
      • 💇‍♂️My AskAI vs Fine-tuning
      • 🤖My AskAI vs ChatGPT
      • ✅How can I test the accuracy of my AI agent's answers?
      • 📚(Large Language Models) LLMs
      • 👨‍🔬Algorithm change log
      • ✏️Can I use my own OpenAI assistant or Custom GPT?
      • 🤔How does it work?
  • API Documentation
    • API Docs Introduction
    • Query API
    • Chat API
    • User Data API
Powered by GitBook
On this page
  • Why should I use conversation ratings?
  • What is a CSAT score?
  • How do I turn on and use conversation ratings (CSAT)?
  • How does a user rate a conversation?
  • Where can I see the ratings?
  • What can I do to improve my CSAT score?

Was this helpful?

  1. Features

Conversation ratings (CSAT)

You can find out what your customers think of your AI agent by turning on Conversation ratings (CSAT), so you can see where you might need to improve your agent's responses.

PreviousSite searchNextLanguages and Localization

Last updated 5 months ago

Was this helpful?

Available on paid plans.

This CSAT feature is only available in the My AskAI widget, if you are using our , or integrations you will have to set up CSAT recording within the respective platforms.

Why should I use conversation ratings?

Conversation ratings are a great way to find out what your customers and visitors think of your AI agent and whether or not it is helping them.

Note that, as with any rating system, responses are usually biased to the negative ends of the spectrum when it comes to customer support, think of it as a feedback mechanism for your support team.

What is a CSAT score?

CSAT is short for a "Customer Satisfaction" score.

It is calculated by dividing the total number of positive responses by the total number of overall responses.

Satisfaction is often recorded using a 3 or 5-point scale, in our case we use a 5-point emoji scale, like this:

If the user chooses either the 🙂 or the 😁 emojis then it is recorded as a positive response. 😐 is neutral and 😕 or 😫 are negative responses.

So the overall calculation of your CSAT score will be the number of times the 🙂 or 😁 emojis are selected, divided by the total number of scores collected.

How do I turn on and use conversation ratings (CSAT)?

To turn on conversation ratings (CSAT), go to AI agent setup > Human handover > Request customer satisfaction rating (CSAT) and toggle the "Not requesting CSAT rating" to "Requesting CSAT rating".

Your agent will immediately start collecting responses from customers.

How does a user rate a conversation?

Once they click this button they will be shown an emoji picker, they can then select the emoji that best demonstrates their feedback to submit.

While you may provide CSAT responses as an admin/team member, these responses are not recorded towards your CSAT scores, only external (public) conversation scores are included.

Where can I see the ratings?

There are a few places you can view the conversation ratings:

  • As an overall score in your Insights dashboard

  • If you look at a conversation within a specific topic (you will also see the overall topic CSAT score)

What can I do to improve my CSAT score?

To improve your CSAT score there are a few things you can do:

  1. Review your neutral and negative CSAT score conversations and topics to determine the context of the issues raised (checking that they are indeed issues you want to resolve or questions you want to answer).

  2. Review the responses given by the agent in those conversations to determine what answer was given and whether there were any issues with the responses (incorrect responses or just that the AI didn't know the answer.

  3. If none, of these are applicable, please reach out to our chat and we will try and help.

Getting feedback on its responses is also a good way to find out where your AI agent may be or where you may need to .

After each question within a conversation OR at the point of the user will be presented with this " That helped" button:

The customer may change the emoji/score they have selected until the conversation is generated (60 minutes after the conversation has ended).

Decide whether you want to to train your AI agent or you need a to improve responses (also ).

👍
lacking knowledge (missing documentation)
correct a response
👍
human handover
Insight
add additional knowledge
custom answer
read this on improving responses
Intercom
Zendesk
HubSpot