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Is it possible to measure CSAT for tickets handled only by AI?


Hello Intercommunity! I have a question about Fin.

 

I want to measure CSAT for CSAT handled by AI vs. handled by a human. 

 

Question: Is it possible to see CSAT for conversations fully handled by AI? 

 

Caveat: I know I can see overall CSAT, but I’d like to be able to measure CSAT for conversations fully handled by AI.

 

This is the tab I am using to measure CSAT, and I can’t find a way to filter down to only conversations handled by AI. 

 

2 replies

Jennifer K
Intercom Team
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  • Intercom Team
  • 984 replies
  • August 29, 2023

Hi @Bridget Sicard 

Jennifer here from Intercom

There is a beta currently for this so I will pass your request to our support team to share further details 🙌


  • New Participant
  • 4 replies
  • October 10, 2023

It is really nice that you released this feature! It would be even better if it would be possible to intercept conversations that have a bad CSAT. Customers should have the option to reopen them and decide if they want to speak with a person.


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