What is the Gen CX Score

The Gen CX Score is a "Sentiment" metric assessing customer satisfaction by analyzing the entire conversation context.

We use Large Language Models (LLMs) for this evaluation, which can range from:

Good (Score 5)
Neutral (Scores 2, 3, or 4)
Bad (Score 1)

We categorize the metric this way instead of the traditional CSAT classification to identify extremes.

Want a ticket with excellent service, clearly indicating that the issue was resolved? Look for "Good"

Want to see tickets with a high risk of negative experience? Look for "Bad"

Fluctuations within Neutral mean it's unclear whether there was a negative experience involving service, process, or product.

Why Use the Gen CX Score?

The goal of the Gen CX Score is to serve as an auxiliary metric for auditing, quality assessment, and CSAT prevention.

It doesn't replace any of the above but can generate valuable auxiliary insights.

It helps us gain a clear understanding of quality even when the volume of CSAT responses or audits is low. Additionally, when we start analyzing detailed metrics, the number of evaluations and audits disperses, making conclusions difficult (e.g., Eddie performance or Content)

Where and How to Use the Gen CX Score?

Identify conversations with a high risk of negative experience:

Access Conversations > Filter > Gen CX Score

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Filtering for "Bad" will help identify cases with high friction potential for auditing, content adjustments, or configuration changes.

Monitor operation with an auxiliary indicator:

Access Dashboard > CSAT and GenCXScore

![Image] (https://cloudchat.cloudhumans.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBM0NaRmc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--42252a30ffd73cafeb57fa3c0891dc0f574f2287/image.png)

Keep track of operational performance with an additional indicator.

Granular insights into content or Eddie:

Access Dashboard > Content or Eddie

![Image] (https://cloudchat.cloudhumans.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBNEdaRmc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--2406bab85ff86f6b4ee4823688f0d7b8ba24cbdf/image.png)