Automatically sends personalized follow-up emails based on customer survey scores, addressing detractors with urgent outreach and engaging promoters for advocacy.
You care about improving the entire lifecycle of buyer and customer journeys. And you want inspiration for areas where Ai may help.
You want inspiration for real-world ways to help people as you're building your Ai product.
You're focused on the Retention stage in your daily job and want to find ways for Ai to help you do more with less.
This workflow is designed for customer experience and success teams who want to maximize the value of their NPS or CSAT survey programs. By automating personalized follow-ups based on customer ratings, teams can close the feedback loop effectively while prioritizing high-impact interventions for at-risk customers.
The process begins when a customer submits an NPS or CSAT survey response, immediately triggering a personalized follow-up workflow. The system intelligently branches based on the customer's score, categorizing them as either a Detractor (0-6 NPS), Passive (7-8 NPS), or Promoter (9-10 NPS), or using equivalent CSAT thresholds. Each category then receives a different AI-generated response tailored to their satisfaction level.
For detractors, the workflow alerts the CSM team and generates an empathetic, apologetic email acknowledging their concerns and offering direct assistance. Passives receive acknowledgment of their feedback with a specific request for improvement suggestions. Promoters are thanked warmly for their support and gently invited to consider sharing a testimonial or referral. This personalized approach shows customers that their feedback is valued and acted upon, improving overall satisfaction and retention.
Does this AI agent workflow rely too much on AI and not enough on human know-how? Or the reverse? Is it missing steps or tools?
Note that this Ai workflow is presented as inspiration for what's possible. Adjust the amount, type and quality of the data inputs. Adjust how much or how little your human team mates (or you), AI and fully autonomous agents contribute.
And test it! Learn what works and what doesn't.
Don't forget! In the end, it's not just about efficiency. It's about delivering great experiences for your customers and customers-to-be.
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