Each interaction is now rated across three Experience Driver categories, helping Ask Spotlight find you the root cause of poor customer experience.
Experience drivers tell you which part of the customer journey caused a good or bad experience and why, helping you find and measure root cause. AI labels are applied for different aspects of the customer experience, rating them as positive, negative, or neutral.
Each of your interactions is now automatically rated across three Experience Driver categories:
Note: these drivers are only applied where relevant, so a conversation with no bot involvement will not receive a ‘Bot handling’ rating.
Each positive, negative, or neutral rating is paired with a one-sentence explanation of why it was applied. For example, if Bot Handling comes back negative, you might see something like: "The bot misunderstood the customer's question, looped them through the menu, and they left without resolution."
Now that these ratings and explanations are explorable in Ask Spotlight, they will be invoked when relevant, and it will be easier to quantify the root cause behind your CX questions.
Interaction counts, aggregates and search can now be filtered by driver and rating through Ask Spotlight, or any MCP-connected assistant. You can scope a question to one driver and one rating, then break the result down by contact reason, team, market or any other dimension you already use.
That lets you ask which part of the experience is going wrong, rather than just how badly an interaction went overall. You might find Agent Handling is consistently positive across a market where Product/Process is consistently negative, which tells you your team is holding the line on something the product is causing.