Businesses have typically leveraged metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS) to measure the effectiveness of their Intelligent Virtual Assistant (IVA) solutions. However, when it comes to assessing IVA performance, these metrics fall short as they are solely focused on measuring Customer Experience (CX), which in reality is influenced by several other factors, thereby ignoring the core performance indicator of an IVA – its intelligence.To address this gap, Haptik has developed the Intelligence Satisfaction Score (ISAT) – an industry-first framework to determine the ‘intelligence’ of an IVA solution, and ultimately measure its impact on customer experience at scale.
In this webinar, presented by Haptik and Opus Research, we take a deep-dive into the ISAT framework, how it works, and how it can help brands.
