IrisCX introduces real-time AI customer satisfaction tool

ALBERTA, CANADA — Smart video platform for virtual product selection, IrisCX, has launched Session Score, a real-time, artificial intelligence (AI)-driven customer satisfaction tool designed to enhance service quality in contact centers. 

The innovative technology measures customer satisfaction during a live video call, moving away from traditional post-interaction surveys.

“With traditional metrics like NPS and CSAT, contact center leaders can only rely on information from a small percentage of customers who provide feedback,” said Eradj Khaidarov, CTO of IrisCX. 

IrisCX’s AI technology can analyze historical data to retroactively generate Session Scores, uncovering new insights and identifying coaching moments automatically.

The Calgary-based company expects this technological advancement to be a game-changer, transforming contact center operations by empowering agents with the necessary tools to service customers effectively. 

IrisCX, founded in 2018, offers an enterprise-level video platform that combines digital convenience with expert consultation, employing AI, video intelligence, and machine learning to enhance customer engagement.