It is calculated based on the intentions consulted in sessions evaluated through a satisfaction survey.
From this information, it is inferred that the intentions correspond to the same rating of the session.
If an intention appears two or more times in the same session, it is counted only once.
The variables taken into account for the calculation are:
1. Level of satisfaction per intention.
2. Number of ratings the intention received per session.
3. Number of interactions the intention received per session.
4. Total number of interactions in the period.
The numerical value in which the Score is expressed depends on the type of search activated.
For Binary, CSAT, and Stars search types, the score is expressed from 0 to 100. The intention with the value 100 is the one that received the lowest score and/or experience from users. For the NPS survey type, the score is expressed from -100 to 100. The value -100 is the lowest in terms of score and/or experience.In every instance, it provides concrete steps to enhance the conversational experience and illustrates which intentions are most harmful to lower friction in digital customer support channels.
The aim is to detect the intentions with the lowest negative scores to optimize content, identify operational issues, and improve the user experience.
In the list, each intention will have its own Satisfaction Score, and you can go directly into each one to evaluate its content and edit it easily.
