The News: Smart video platform provider IrisCX has launched a real-time, AI-driven customer satisfaction measurement tool called Session Score. Used in real time during video calls, the score helps to measure satisfaction in the moment, rather than via a post-interaction survey, and uses AI to analyze sentiment and tone of voice. The full announcement on Session Score can be found on the IrisCX website.
IrisCX Introduces Session Score
Analyst Take: IrisCX has an interesting approach to customer interactions, offering a smart video platform that can be used for virtual product selection, do-it-yourself setup, and support. Customers can connect with an expert via their smartphone and be connected with someone who can help choose just the right product or who can help solve a problem that otherwise may have taken days to have someone come to their house and address. This agent expert is seeing the customer’s space or problem as if they were there, saving time and providing personal interaction. The introduction of Session Score by IrisCX gives contact centers another tool to use as they attempt to assess customer satisfaction and improve service quality. It offers the advantage of real-time measurement, using AI to tease out factors such as sentiment analysis and tone of voice.
All companies often struggle with getting to the heart of how their customers feel as net promoter score (NPS) and customer satisfaction (CSAT) often lag the interaction and do not provide a complete picture of the experience. Having options like Session Score helps, as this particular tool can provide a broader view of total interactions, offering measurements that can be used to support a better customer experience and provide the fuel for agent training and guidance.
I recently spoke with Eradj Khaidarov, CTO at IrisCX to learn more about Session Score and how it will empower more expert agents and create smoother experiences.
A More Inclusive View, Beyond NPS and CSAT
“The basis for offering Session Score was based on several factors. First, there is still a very low percentage of people who opt to provide feedback, so measurements like NPS and CSAT often get skewed. This is in addition to the problem that feedback is often collected after the fact,” says Khaidarov. “Session Score was developed using proprietary machine learning and it is sampling 100% of interactions, allowing for a more complete picture. It’s not just a tiny slice of customers, but a broader representation.”
IrisCX wanted to look at several aspects simultaneously, particularly those that move beyond purely operational statistics to create more meaningful inputs for metrics. Points such as, did the customer feel their issue was resolved, were all the questions answered, what was the sentiment of the customer, and was the level of expert knowledge sufficient?
The ability to have inputs from all interactions will help contact centers more easily find outliers that had not been obvious to its sales and service operations. Contact centers sometimes must rely on averages from a potentially unrepresentative sample which can lead to ongoing, unaddressed issues.
Supporting the Expert Agent and Improving Customer Experience
“Using visual intelligence and being able to support data-augmented conversations is an area where IrisCX is really leading. We genuinely want to consider the human aspect of conversations so we can better support agents, who are often on the frontline with some potentially disappointed and frustrated customers,” says Khaidarov.
IrisCX’s goals center around elevating both agent experience and customer experience. The company wants to support contact centers in transitioning their agents to becoming experts, where their knowledge and expertise is valued. Additionally, and closely tied to having expert agents, is being able to support a smooth, trusted, and personal customer experience with its solution. Session Score helps with these goals as insights can be derived in real time, and on-point recommendations and advice can be delivered to the customer. Additionally, the findings provide guidance for training and best case examples that can become part of a training library to be used on an ongoing basis and also during the onboarding of the agents.
“Session Score is not just a single value. It’s a composite metric of various categories that fit into it, that our customers can define. For some, it’s more important that an issue is resolved at the position the first time. Maybe for others it’s all about making sure the installation goes according to plan. Ingesting data and insights from Session Score will support agent access to comprehensive, step-by-step and instantaneously available recommendations, creating a smoother customer experience and the foundation to grow agent expertise,” says Khaidarov.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
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Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
