Fast is good. Happy is the point.
Every conversation can end with a one tap rating. Happiness Score shows those ratings by channel, agent and topic, for AI and human answers side by side, and sends weak AI answers to a review tray.
4.6
/ 5 from 3,912 ratings
AI answers rated
4.5
Human answers rated
4.7
AI review queue · 9 to check
Can I pay with EMI on orders under $100?
Yes, EMI is available on all orders...
My parcel shows delivered but I did not get it
I have raised a trace with the courier...
Do you offer student discounts?
We do not have a student discount right now...
1 tap
Rating at the end of every conversation, on every channel
AI vs human
Ratings compared on the same topics
3 triggers
Low confidence, low rating or random sample sends an answer to review
Weekly
Quality report in the team lead’s inbox
From a rating to a better answer next time.
- 01
Ask
After a conversation closes, the customer gets a short rating on the same channel, with an optional comment.
- 02
Compare
Ratings are split by channel, agent, topic and AI or human, so you can see where the gaps are.
- 03
Review
Low rated and low confidence AI answers, plus a random sample, land in the review tray for a lead to check.
- 04
Fix
Approve the answer, fix the article behind it, or change the rule. The next customer gets the better answer.
Quality you can see, not guess.
6 compartmentsCSAT on every channel
Stars, thumbs or a 1 to 5 scale, sent in WhatsApp, chat, email or Instagram.
AI and human side by side
Compare satisfaction on the same topic, so you know where the AI helps and where people do better.
AI review tray
A queue of AI answers to approve or fix, with the source article and the customer’s rating shown together.
Unhappy alerts
A 1 or 2 star rating with a comment opens a follow up ticket for a lead, so the customer hears back.
Trends by topic
Spot when a topic suddenly drops, such as delivery ratings during a courier delay.
Random sampling
A share of high rated AI answers is sampled too, so quality checks are not only about complaints.
Where satisfaction rises and where it slips.
One table tells you which topics the AI handles well, which ones still need a person, and which articles are behind the lower scores.
- Ratings by topic for AI and human replies
- Article linked to every low rated AI answer
- Agent coaching notes on reviewed tickets
- Export to CSV for your monthly review
| Topic | AI | Human | Note |
|---|---|---|---|
| Order status | 4.7 | 4.6 | AI preferred, faster |
| Returns | 4.5 | 4.6 | Even |
| Size advice | 4.2 | 4.8 | Add size chart article |
| Payment issues | - | 4.4 | Human only by rule |
| Complaints | - | 4.1 | Human only by rule |
Asked at this station
Short, straight answers. If yours is not here, the Sorting Office replies within one working day.
01Will customers find the rating annoying?
02Who reviews AI answers?
03Can we customise the rating question?
04Is there a weekly summary?
Other stations in the sorting room
From: 500 free AI resolutions
Sort your first 500 tickets free.
ToYour support queue
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