Satisfaction Prediction
Get one step ahead and predict bad customer satisfaction ratings before they happen
Add a new layer of intelligence to your customer service
Take a peek into the future by using Zendesk to predict customer satisfaction. With Satisfaction Prediction, you can get a better understanding of how a conversation is going—while you’re still in contact with the customer. Instead of waiting until the interaction is over for feedback, you can make changes in the moment to ensure a positive outcome.
Identify interactions that need urgent attention
Save time when manually reviewing interactions by using the prediction score to pinpoint interactions that need additional support.
Enter conversations with more context
Use the satisfaction prediction score to gauge the temperature of the relationship. Receive immediate feedback on your actions as the prediction updates in real time.
Power business rules with prediction scores
Respond to urgent situations by including the prediction score in your business rules. Stop problems before they happen by prioritizing tickets with low satisfaction prediction scores.
Measure your satisfaction prediction
Use Zendesk Insights to monitor how support metrics influence the prediction and find areas for improvement. Measure the health of different ticket queues and see how the prediction changes over time.
"Previously, we had a dedicated team member who would look through our tickets and escalate experiences identified as potentially negative. Now we use the prediction score to accurately and automatically identify these types of tickets so our agents can focus on higher value areas."
Maggie Armato
Reactive Support Lead at Pinterest
More Resources
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UNDER THE HOOD
Understand what data is used to calculate your satisfaction prediction scores
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GETTING STARTED
Follow these simple steps to setup Satisfaction Prediction in your Zendesk
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ANALYST REPORT
Hear from Ovum Research on how predicting customer satisfaction helps prioritize interactions
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MODERN RELATIONSHIPS
Watch this webinar to see how machine learning can help improve your customer relationships
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