We know that you want to keep your customers happy. A key part of that is making sure each person is satisfied with each conversation they have. One way you can do this is by a post-conversation survey.
These surveys, however, have their limits. Not everyone fills out a survey. And those that do may be the happiest customers, so the results could be misleading. What can help address these issues?
With Live Assist for Dynamics 365, you also have access to an automated metric to measure how well conversations are going. It is the Meaningful Conversation Score, or MCS.
What is MCS?
The MCS is an automated, unbiased way of measuring the relationship between consumers and brands. It analyzes the sum of each person's conversation with your brand and does not rely on customer surveys.
How is it calculated? A deep analysis is done of the tone, content, and sentiment of each conversation. A specialized NLP machine learning technology adjusts the algorithm to fit each branch or industry.
During an exchange between visitor and agent, each message is analyzed in real time. These scores are aggregated to score the entire conversation. This score is continually updated throughout a conversation. A brand score is also available which combines all conversation MCSs.
You can learn more about MCS and how it is calculated in our partner LivePerson's MCS overview.
How to access MCS
To view the MCS for a conversation, follow these steps.
- Log in to the Engagement Portal.
- Open the Agent Workspace for Messaging, and click on the All Conversations tab.
- The MCS for each conversation is shown in the MCS column.
You can also view the MCS for a conversation in the Manager Workspace for Messaging. Simply click on the Conversations tab. You will see the MCS recorded in its own column.
It is also possible to include MCS in reports made in the Analytics Builder.