CSAT survey and NPS with AI: customer feedback that turns into action
The satisfaction survey goes out once a year and the response rate is low. Comments sit in a spreadsheet nobody reads, and the customer who gave a low score never hears back. The score goes up or down and nobody can explain why.
Satisfaction surveys with AI, step by step
A survey at the right moment
The agent sends the CSAT right after the support contact or delivery and the NPS at milestones of the relationship, on the channel where the customer usually replies.
Comments actually read
Each comment is classified by topic and sentiment, and the agent shows what customers praise and criticize, with real examples.
Follow-up with the unhappy customer
A low score opens a case with the owner, with a deadline for contact. The agent tracks it until the customer gets a reply.
Reasons for leadership
Pulse follows score trends by department, product and unit and explains the changes based on the comments.
Less repetitive work. More control.
- A continuous survey, not an annual one
- Unhappy customers getting a reply
- Clear reasons behind the score
- Teams held to what the customer said
Systems used in this solution
Ready-made AI teams for this work
Customer feedback analysis
It reads every comment, finds the themes behind the scores and tells each area what customers are asking it to fix.
WhatsApp customer service
Customers write at 11 p.m. and on Sundays. This team replies in seconds, with your prices and policies, and calls a person when it should.
Help desk support team
It reads each ticket, finds the answer in your docs and past replies, and drafts a response your agents can send or improve.
AI phone receptionist
It answers the phone, books the visit in your calendar and sends your team a short note about every call.
Clinic scheduling team
Patients book and confirm on WhatsApp, reminders go out on time, and cancelled slots are offered to the next patient on the list.
Online store support team
It looks up the real order in Shopify or WooCommerce and answers tracking, return and exchange questions in seconds.
Questions about satisfaction surveys with AI
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific interaction. NPS measures willingness to recommend the company. The agent can handle both.
Doesn't sending a survey on WhatsApp bother people?
With controlled frequency and at the right moment, it is usually well received. The agent respects anyone who asked not to receive messages.
Does it integrate with our current survey tool?
Yes. The agent can use Typeform, Google Forms or the help desk's own tool and consolidate the results in one place.
Are customer comments protected?
Yes. Responses are kept with controlled access, an audit trail and handling under data-protection rules such as Brazil's LGPD.
