Would love to see an aggregated AI summary of the CX score that gives rationale for what changed over time, or for any given timeframe. Right now when you drill into the CX chart, there’s an explanation for the CX rating for each conversation, but going over each conversation one-by-one is very cumbersome & won’t easily show the reason for a peak/dip.
The new topics explorer is a start, as you do see how the CX score changes per topic over time, but it still doesn’t explain why the experience changed. To understand this, you still need to read each conversation one-by-one. An aggregated summary of the CX rating explanations (overall and/or broken down by topic) would be a great addition to these features.
As a workaround for now, I exported the drill-in CX score report and asked ChatGPT to summarize the week-by-week explanations and help us to understand what’s changing over time.
