Sunday, August 3, 2025

evaluagentCX helps contact centers ditch unreliable customer surveys with AI-powered NPS

Related stories

SAFE Raises $70M to Build CyberAGI, Launches CTEM AI

SAFE, a recognized leader in Cyber Risk Quantification (CRQ)...

Informatica Enhances AI in New Data Management Platform

Informatica has rolled out significant updates to its Intelligent...

Globant Enterprise AI Enables A2A and Powers Business AI

Enhanced by these protocols, Globant Enterprise AI positions itself...

Knit Raises $16.1M to Redefine Enterprise Insights with AI

With $30M+ in total funding, Knit delivers human and...
spot_imgspot_img

evaluagent, a global leader in contact center quality assurance and performance improvement software, is pleased to announce a leading-edge new feature coming to its award-winning platform evaluagentCX.

xNPS (Expected Net Promoter Score) has been designed to replace post-contact surveys with a generative AI-based result from every interaction. Requiring no historical data to get up and running, xNPS sets out to help contact centers achieve deeper, more accurate insights – waving goodbye to an average survey response rate of 3% and instead, generating a score from 100% of interactions.

Enabled with seamless one-click activation, xNPS is evaluagent’s first step on the journey to predictive analytics. This development paves the way to connect NPS ratings, along with other metrics and insights, to the automated QA workflows that surface must-monitor customer conversations.

Also Read: Zendesk collaborates with Anthropic and AWS to help businesses deliver exceptional AI-powered customer experiences

Further to highly positive in-house testing, evaluagent’s Product team will be getting evaluagentCX users testing the feature as part of an early access program.

Nadine Edmondson, Director of Product Marketing and GTM says: “The development of xNPS means evaluagentCX users will get a far more representative view of customers’ feelings, beyond individual agents’ performance. They won’t be limited to a small sample size of their audience anymore, enabling them to make more informed decisions, understand the pitfalls and opportunities, and use the analysis to drive positive impact across the business. We’re very excited about the potential of this feature and how these scores can then be connected to other insights within the platform, ultimately elevating our clients’ understanding of their customer experience.”

Source: PRWeb

Subscribe

- Never miss a story with notifications


    Latest stories

    spot_img