Xdroid and its partners have been working on transforming the CX and customer service industry. Besides other important projects, Xdroid has announced that it designed a new NPS prediction model.
NPS is one of the most critical customer experience metrics, but the main issue about it is that customers rarely interact with NPS surveys. Response rate for such surveys is 30% on average, which means company can’t collect data as fast as needed.
The Xdroid’s model analyzes each single call by analyzing key phrases through call tags and sentiment tags, which means the model can predict what would be the NPS score for this exact call.