Intelligent Satisfaction Score (ISAT): Measuring The True Effectiveness of Virtual Assistants
Businesses have typically leveraged metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS) to measure the effectiveness of their Intelligent Virtual Assistant (IVA) solutions. However, when it comes to assessing IVA performance, these metrics fall short as they are solely focused on measuring Customer Experience (CX), which in reality is influenced by several other factors, thereby ignoring the core performance indicator of an IVA – its intelligence.To address this gap, Haptik has developed the Intelligence Satisfaction Score (ISAT) – an industry-first framework to determine the ‘intelligence’ of an IVA solution, and ultimately measure its impact on customer experience at scale.
In this webinar, presented by Haptik and Opus Research, we take a deep-dive into the ISAT framework, how it works, and how it can help brands.
Watch the webinar to learn:
- Why existing CX metrics are limited when it comes to measuring IVA performance
- How the Intelligence Satisfaction Score is calculated
- How ISAT can derive actionable insights for your business
Fill in the form to watch the on-demand webinar and learn how to make your virtual assistants truly ‘intelligent’!