IrisCX revolutionizes customer service with Session Score, the true measure of customer satisfaction

July 13, 2023

New Real-Time AI-Based Customer Satisfaction Measurement Helps Contact Centers Improve Their Service Quality

You can also read the press release on BusinessWire.

CALGARY – July 13, 2023 – IrisCX, the smart video platform for virtual product selection, DIY setup, and support, today introduced Session Score, a real-time, AI-based customer satisfaction measurement tool designed to enhance contact center service quality. Unlike traditional after-the-fact customer surveys and loyalty measures, Session Score gathers real-time insights into a customer’s satisfaction level during a video call, providing a more accurate and actionable assessment of service interactions.

“With traditional metrics like NPS and CSAT, contact center leaders can only rely on feedback from a small percentage of customers,” said Eradj Khaidarov, CTO of IrisCX. “By analyzing every interaction, we deliver a comprehensive score that truly reflects the customer’s experience, enabling better decision-making based on real-time data.”

How Session Score Works

Session Score evaluates multiple factors influencing customer satisfaction, including:

Sentiment analysis
Tone of voice detection
Performance of standard operating procedures

By analyzing every customer interaction, Session Score provides an accurate and holistic measure of customer experience. The technology seamlessly integrates into existing tech stacks and agent toolsets, making it easy to implement.

Gartner projects contact center investment in customer service innovation to reach $38.9 billion by 2027.

Why NPS and CSAT Scores Aren’t Enough

Traditional customer feedback methods such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys capture data from only a small fraction of customers. As a result, they fail to provide a complete picture of service quality.

With Session Score, contact center leaders can:

Detect outliers in their sales and service operations.
Analyze historical data with AI-powered insights.
Identify coaching moments automatically—eliminating the need to manually review hours of audio and video.

“You can successfully turn contact center agents into product and service experts, transforming how contact centers operate,” added Khaidarov.

Why Contact Centers Need to Embrace AI

Customer service technologies were initially developed to enhance customer satisfaction, but many legacy systems are outdated and inefficient. While tools like PBX solutions, playbooks, and chatbots offer some assistance, they are often too rigid to meet modern customer expectations.

Today’s consumers are turning to social platforms like Facebook groups, Reddit, and YouTube for support. However, these platforms can also amplify negative brand experiences. While AI-powered virtual assistants can resolve simple issues, customers still prefer face-to-face interactions for more complex inquiries.

By integrating AI-driven tools like Session Score, contact centers can:

Solve customer problems faster and more effectively.
Gather real-time feedback to optimize service.
Gain deeper insights into customer behavior and needs.

What Makes IrisCX a Game-Changer?

IrisCX delivers live-guided experiences, enabling experts to lead customers through sales and service triage seamlessly. No software installation or registration is required—customers simply connect with an expert via their smartphone with a single click.

Key Features:

Smart Video: Provides a seamless, interactive connection between customers and brands.
Instant Issue Capture: Customers can record and share issues using their smartphone instead of filling out forms.
Video Inspection for Home Builders: Simplifies warranty management—homeowners can document defects in seconds instead of waiting for a technician visit.

One of the most significant advantages of IrisCX is its ability to empower any agent to become an expert. This is especially beneficial for large contact centers facing high employee turnover. With built-in reporting and analytics, organizations can track progress and improve training efficiency.

Enterprise-Grade Security & Data Privacy

IrisCX meets the highest standards for data retention, privacy, scalability, and security. Users benefit from:

Secure storage & sharing
Full control over digital content
Detailed access tracking (who viewed, when, and what they saw)

Twitter: @iriscxglobal
LinkedIn: IrisCX

About IrisCX

IrisCX is a secure, end-to-end enterprise video platform that redefines customer engagement. By combining digital convenience with expert consultation, IrisCX allows businesses to offer virtual home visits for product selection, installation, customer support, and more. With AI-powered video intelligence and machine learning, the platform analyzes every interaction to enhance customer relationships and drive service improvements.

Founded in 2018, IrisCX is headquartered in Calgary, Canada. For more information, visit https://iriscx.com.