⭐ The CXP Score

The Integrated Customer Experience Score (CXP) is a groundbreaking metric developed by Siena AI to measure the quality of automated customer service interactions. Unlike traditional customer satisfaction metrics that offer a narrow view, CXP provides a comprehensive assessment by analyzing multiple facets of the customer interaction. It's a tool designed not just for measuring, but for enhancing the quality of customer service through Siena's platform.

What is CXP?

CXP evaluates the effectiveness of conversations automated by Siena, using a multifaceted approach. It considers over six inputs, each contributing to the overall quality of the customer experience:

1. Customer Satisfaction: Determines if the customer felt satisfied with the service.
2. Response Relevance: Assesses the accuracy and relevance of Siena's responses.
3. Resolution Outcome: Evaluates whether the issue was successfully resolved.
4. Effort Index: Measures the amount of effort required from the customer.
5. Sentiment Shift: Checks for improvements in the customer's sentiment throughout the interaction.
6. Empathy and EQ: Gauges Siena's ability to show empathy and understand the customer's emotional state.

By analyzing every live conversation, including the initial question, Siena’s responses, the dialogue exchange, and the final outcome, CXP offers a detailed insight into the customer service quality. This approach ensures that every aspect of the interaction is considered, going beyond mere satisfaction to include the journey's smoothness and the emotional impact on the customer.

How CXP Enhances QA

CXP is designed to streamline the quality assurance process for Siena's automated customer service. It allows for quick, comprehensive reporting on Siena's performance, making it easier to identify areas for improvement. The metric is available at three levels:

- Company Level: Gives an overview of Siena's performance across the board.
- Automation Level: Provides insights into specific automated tasks or responses.
- Conversation Level: Offers a deep dive into individual customer interactions.

This tiered approach enables you to pinpoint exactly where adjustments are needed, from broad strategies down to specific conversations. With the ability to drill down to individual customer interactions, you can understand what drives your CXP score and how to optimize Siena's responses for better outcomes.

CXP scores across Automations

CXP score at the Automation level

Hover over the score, and Siena transparently explains how it calculated the score so you can further train Siena by focusing on the right aspects of Siena’s response.

Pro-Tips for Leveraging CXP

• Focus on automations with CXP scores of 60% or below to identify and address areas needing improvement.
• Use the detailed breakdown at the automation and conversation levels to guide your adjustments and training efforts.
• Stay tuned for upcoming updates, such as customer-level CXP score reporting, to further refine your customer service strategy.

Conclusion

Siena's CXP score represents a significant advancement in measuring and enhancing the quality of AI-automated customer interactions. It provides a detailed, multifaceted view of customer experience quality, enabling you to quickly identify and address any issues. By leveraging CXP, you can ensure your customer service is not just satisfactory, but exceptional, setting your company apart in today's competitive landscape.

If you're ready to take your customer service to the next level with CXP, or if you have any questions on how to best utilize this metric, don't hesitate to reach out to our Customer Success team. We're here to help you maximize the benefits of Siena AI's automation and ensure your customers enjoy the best possible experience.