AI CSAT Scoring
Every interaction gets a satisfaction score. No survey required.
Surveys capture 3-5% of interactions. AI CSAT automatically scores every one, giving teams complete visibility into customer satisfaction and experience.
Why this matters
You can’t improve customer satisfaction when you only see 3% of interactions. Predictive AI CSAT Scoring gives teams visibility across every voice and chat interaction in real time.
Get the highlights
Complete visibility
Measure satisfaction across every interaction, no matter the channel or agent.
Smarter scoring
AI analyzes conversations using more than 250 satisfaction indicators.
Actionable insights
Know which agents, topics and patterns are moving CSAT and improve support at scale.
Capacity in numbers
20K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
Predictive CSAT Scoring
Automatic satisfaction scoring for every interaction
AI CSAT automatically scores every interaction the moment it ends, without relying on surveys.
No survey required
Scores are generated from the interaction itself, not from whether a customer chose to respond.
Value from day one
No customer-specific model training required. AI CSAT works out of the box to backfill historical interactions during onboarding for immediate baseline data.
Consistent scoring at scale
AI CSAT delivers consistent satisfaction scoring across every interaction, without the skew and sampling bias of traditional surveys.
AI Driver Intelligence
See what drives customer satisfaction
AI CSAT surfaces the patterns, agents and topics influencing customer satisfaction so teams can act faster and coach smarter.
Identify root causes fast
See which topics and call drivers are most correlated with low CSAT so you can act in hours, not weeks.
Coaching where it matters most
Satisfaction signals by agent give coaching teams a sharper lens for prioritizing who needs support and why.
Turn insight into action
CSAT patterns connect directly to QA scoring and coaching workflows so every insight drives a next step.
AI Agent Visibility
Measure satisfaction across AI interactions
Customers who interact entirely with AI agents rarely complete surveys. AI CSAT helps teams understand customer experiences with automated support.
No channel gaps
Every interaction gets a score, whether it was handled by a human or an AI agent.
Improve AI agent performance
Satisfaction signals feed back into performance to improve automated interactions and reduce customer friction.
Measure automation impact
Understand how self-service affects customer satisfaction alongside cost savings and deflection rates.
Post-Interaction Suite
Turn satisfaction insights into performance improvements
AI CSAT is built to work alongside auto-QA and coaching, not in isolation. The result is a performance improvement loop, not just a dashboard.
QA measures process, AI CSAT measures customer experience
An agent can score perfectly on a QA rubric and still leave a customer dissatisfied. AI CSAT surfaces what QA alone would miss.
Satisfaction signals that feed coaching decisions
CSAT data by agent connects directly to the coaching hub to give team leads a prioritized view of who to coach and why.
One connected platform, no stitching required
AI CSAT, Auto-QA, interaction summaries and coaching are natively connected. No exports. No integrations to maintain.
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Frequently asked questions
What is AI CSAT and how is it different from a post-call survey?
AI CSAT is a predictive AI model that automatically generates a satisfaction score for every voice and chat interaction without requiring a survey. Traditional post-call surveys capture responses from only 3 to 5 percent of interactions and often skew toward extreme responses. AI CSAT provides visibility across every interaction, delivers results immediately after conversations end and surfaces the drivers behind satisfaction trends.
Does AI CSAT replace our post-call survey program?
Not necessarily. Surveys still provide direct customer feedback, but AI CSAT fills the 95%+ visibility gap across the large percentage of interactions where customers never respond to a survey. Many contact centers use both together.
Does AI CSAT work on virtual agent interactions?
Yes. AI CSAT scores voice and chat interactions handled by live agents and AI agents. This is especially important as more customer interactions are resolved through automation and self-service experiences.
What channels does AI CSAT support?
AI CSAT currently supports voice and chat interactions. Contact our team for the latest channel availability and roadmap details.
How accurate is the predicted satisfaction score?
The model analyzes more than 250 conversation variables and produces satisfaction signals that correlate strongly with customer experience trends at scale. While no predictive model is perfect at the individual interaction level, AI CSAT provides highly actionable insights. The primary value is in trend analysis and driver identification across thousands of interactions, not in any single score.
Does the model need to be trained on our data before we can use it?
No. AI CSAT has already been built and trained. It does not require customer-specific training to activate. Historical interactions can be backfilled at onboarding, meaning you have data to work with from day one.
How does AI CSAT fit into the broader Post-Interaction Suite?
AI CSAT is a feature within the Capacity Post-Interaction Suite, alongside Auto-QA, Interaction Summaries and the Coaching Hub. The satisfaction signal from AI CSAT feeds directly into coaching prioritization and QA analysis, turning a metric into an action. Capacity is the only platform where these capabilities are natively connected.