Customer satisfaction
Post-chat ratings across AI and human agents · all tenants · server time GMT+3
CSAT
94.6%
+1.8 pts vs Aug
NPS
+62
+4 vs Q2
First response time
41s
-12s faster · AI replies in 2s
AI resolution rate
68.4%
+5.2 pts12,599 chats without a human
Satisfaction trend
Daily CSAT and AI resolution · 30D
CSAT AI resolved Rated chats
Ratings distribution
3,184 ratings · 30D
94.6%
4–5 stars
4.62
average rating
0.085
2,412 · 76%
4
498 · 16%
3
142 · 4%
2
71 · 2%
1
61 · 2%
Scores per agent
30 days · sorted by CSAT
AgentCSATChatsFRT
1
Priya NairHuman agent
Priya NairHuman agent97.1%
412
38s
2
Mei LinHuman agent
Mei LinHuman agent96.4%
588
41s
3
Elena PetrovaHuman agent
Elena PetrovaHuman agent95.9%
367
63s
4
Omar HaddadHuman agent
Omar HaddadHuman agent94.8%
503
52s
5Claude · AIresolves 68.4% alone
93.8%
12,604
2s
6
Carlos MendozaHuman agent
Carlos MendozaHuman agent93.2%
461
57s
7
Zara SheikhHuman agent
Zara SheikhHuman agent92.6%
298
74s
8
Kwame MensahHuman agent
Kwame MensahHuman agent91.8%
344
69s
By channel
CSAT and share of rated chats
3,184
rated chats
Web chat41%95.2%
Mobile app33%94.9%
WhatsApp18%93.1%
Email8%90.4%
AI vs human
Claude only
93.8%
12,604 chats · 2s first reply
After handoff
95.1%
5,816 chats · 48s first reply
Share resolved by AI68.4%
Recent feedback
Comments left after the conversation
James Carter
Kalks Markets
“Claude sorted my statement in seconds. Didn't even need a human.”
Claude13:22
Nguyen Thu Ha
NovaTrade Asia
“Deposit issue explained clearly, it arrived exactly when the bot said.”
Claude14:05
Laila Farouk
Dunes Capital
“Elena was quick, but the selfie check was a bit annoying.”
Elena Petrova12:45
Hassan Karimi
Kalks Markets
“Waited 20 minutes for a human after the bot could not unlock my account.”
Claude11:31
Isabella Cruz
Kalks Markets
“Mei Lin gave me a free reset on my challenge. Very fair.”
Mei Lin10:58
Rahul Verma
Aurum FX
“Answer was correct but I had to ask twice to get the IB payout date.”
Claude10:12
Aisha Rahman
Dunes Capital
“Omar replied in Arabic and fixed my commission hold same day.”
Omar Haddad09:40
Daniel Okafor
Kalks Markets
“Refund refused for news spread. Very disappointed.”
Priya Nair09:02