AI CSAT: turn feedback into reviews

AI CSAT works as hard as you do, transforming everyday conversations into insights and powerful public reviews. It eliminates the noise and gets straight to the insights that matter. With AI-powered context detection, it knows when not to send a survey, skipping irrelevant or incomplete conversations like greetings or marketing emails.

It automatically tracks sentiment, so when a customer gives feedback, it can instantly convert that into a rating, no extra steps needed. Surveys are fully translated into the customer’s language, using buttons, emojis, or thumbs-up. Say yes to a smoother experience, better feedback, and more reviews, with zero manual effort.

Why you should use AI CSAT

AI CSAT helps you capture the voice of your customers and turn it into both internal insight and external validation. With built-in smart translation across 90+ languages, it ensures your global customers feel heard in their own words.

Whether you’re looking to improve your support quality, identify recurring themes, or build a stronger online reputation. AI CSAT works in the background, quietly powering better experiences and better decisions.

Here’s how AI CSAT helps you stay ahead

  • Increased response rates through emoji, thumbs, or button-based rating systems or by automatically tracking sentiment
  • Smart review requests are automatically sent after positive feedback
  • Multilingual support via Trengo AI, handling over 90 languages natively
  • Customisable flows using Journeys and Trengo AI to tailor every interaction

Excited to get started?

Here’s how to set up AI CSAT in your Trengo account in just a few simple steps!

  1. Go to Journeys and create a new Journey with the trigger ‘Message closed’ or ‘Email closed’.
  2. Select the channels you want AI CSAT to be active on
  3. Click on ‘Send’ and select ‘Collect CSAT’ to add the building block to your Journey.
  4. Fill out the following information to fully configure AI CSAT:
    1. Internal name: is used for internal use only, mainly for reporting.
    2. Brand name: this is where you fill out your company name. This will be referenced (by the AI) in the CSAT survey.
    3. Survey objective: describe the main goal of the survey. This functions as an instruction and context for the AI.
    4. Rating style: select your rating style, either 1-5 rating or thumbs up/down.
    5. Request online review for positive rating: choose at which rating you want to ask for a online review and fill out the URL which your customers can navigate to leave a review.
    6. Collect feedback for negative ratings: choose at which rating you want to collect additional feedback. This information will be stored in your CSAT report.
    7. Don’t forget to click on ‘Save’.

Good to know!

  • AI CSAT is only available with the trigger ‘Message closed’ or ‘Email closed’
  • Even if a customer doesn’t click the shown buttons, AI will automatically detect sentiment in their feedback and convert it into your chosen rating style
  • Our AI is constantly improving to ensure CSAT surveys are only sent after relevant conversations, filtering out noise like greetings or marketing messages for more accurate, meaningful feedback.