This article explores how Mediatel Data transforms customer satisfaction measurement and risk management through Automated NPS and complaint Risk Prediction. This enables businesses to gain real-time insights and proactively address potential escalations.
Traditional Net Promoter Score (NPS) surveys rely on customers actively providing feedback, which can lead to response bias and low participation rates. Our solution eliminates these barriers by using AI to analyze real-time interactions, regardless of the communication channel.
How It Works
➡️ After each customer interaction, whether via voice, chat, email, or social media, our AI contextually analyzes the conversation.
➡️ It then automatically assigns an NPS rating based on sentiment, engagement, and resolution effectiveness—no need for manual input.
➡️ The result? A continuous, unbiased flow of customer satisfaction insights, without disrupting the customer journey.
By leveraging AI-driven automation, businesses can move beyond traditional survey-based NPS methods and gain real-time, contextual insights into customer sentiment. This innovation ensures that every interaction—whether resolved positively or not—is accounted for, helping organizations track trends, improve agent performance, and refine customer service strategies.
We go beyond measuring satisfaction and take it a step further. Our AI doesn’t just assess how a customer feels—it predicts the likelihood of a complaint or escalation to regulatory authorities.
How It Works
➡️ The model evaluates language, keywords, sentiment, and behavioral patterns from past interactions.
➡️ It predicts the risk of customer dissatisfaction turning into an official complaint.
➡️ Contact center managers receive real-time alerts, enabling proactive interventions to de-escalate potential issues before they escalate.
• Higher Accuracy & Coverage: Every interaction is analyzed, ensuring a holistic view of customer experience.
• Proactive Complaint Management: Reduce reputational and financial risks by addressing issues before they escalate.
• Seamless Integration: Works across all channels and integrates with existing customer service platforms.
By combining automated NPS scoring and predictive complaint risk analysis, Mediatel Data empowers businesses to move from reactive service to proactive CX management—turning insights into action.
