Zendesk intros analytics feature to predict unhappy customers

Customer service software maker Zendesk on Wednesday launched Satisfaction Prediction, a machine learning and predictive analytics feature for helping companies spot customer satisfaction problems before they spiral out of control. What’s Hot on ZDNet By analyzing billions of data points from real-time and historical customer-interaction data, Satisfaction Prediction assigns each customer with a score, and that score tells the customer service team whether an interaction is headed toward high or low satisfaction. Thus, the low satisfaction cases can be prioritized, especially for high-value clients. While it may seem like it’s solving a problem that could easily handled by any moderately intuitive customer service representative, Satisfaction Prediction is trying to go a step further by shining a light on customers that are most at risk. For instance, if a customer service…


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