User Satisfaction Analysis

In this analysis module, you can compare the service quality of Solvea with that of human customer service agents.

By comparing, you can identify the efficiency advantages of AI in handling standardized issues based on data, and also discover the skills of human customer service in dealing with complex emotions or problems. This will help iterate Solvea’s SOP for task processing and provide a decision-making basis for building a human-computer collaboration mechanism, ultimately promoting the efficiency of the customer service system and the upgrade of refined operations.

Metric Dimensions

▶︎ Chat ID: A unique identifier for the conversation, used to distinguish different conversations.

▶︎ Handler: Indicates whether Solvea or a human customer service agent handled the conversation.

▶︎ Reply Content: The content of the response made during the conversation.

▶︎ Helpful: Measures whether the reply was helpful.

▶︎ Creation Time: The time point when the conversation was created.

▶︎ Suggestions: Opinions and suggestions.

Step-by-Step Guide:

① After logging in, click on “Data Analysis” in the left sidebar and select “User Satisfaction Analysis”.

② Here, you can filter by creation time.

③ Here, you can filter by the source channel of user messages.

④ Here, you can filter by the handler (Solvea or human agent).

⑤ Filter by the feedback result.

⑥ Click “Download”. In the download center, you can find feedback information with the following fields.