You learn about the bad call next week.
The survey goes out after the contact, the answer comes back later or never — and the customer who left angry has already told three people.
AI CSAT · contact centers
CSAT on every conversation — measured by AI, not by the few who answer a survey.
A survey tells you how the customers who answered it felt, days later. Ender Turing analyzes every call, chat and email as it comes in and gives each one an entry CSAT and an exit CSAT — how the customer arrived and how they left — by agent and by topic, on 100% of conversations. No survey to send, nothing for the customer to do. Free for up to 5 agents.
Free for 5 agents · then $39 per agent 4.8/5 on G2 Calls, chats and emails from the platforms you already run
CSAT this week · by topic Entry → exit, every conversation
Billing questions2.4 → 4.1
Delivery status3.1 → 3.5
Cancellations2.0 → 1.9
Card replacement2.8 → 4.5
Conversations scored1,940 of 1,940 · surveys answered: 61
Ended with exit CSAT ≤ 2112 · team lead notified the same day
Example week — illustrative numbers, not customer data.
The problem
A survey is a poll of the survivors.
The customers who answer are mostly the delighted and the furious. The ones who went quiet, hesitated, got what they asked for but not what they needed — the majority — never rate anything. You manage satisfaction from a sample that was never meant to represent the whole.
Agents are judged on the few who answered.
A single 1-star from an unlucky queue day defines an agent's month, while forty calm, resolved conversations go unrecorded.
Nobody knows what dragged the score down.
A CSAT of 3.6 says nothing about whether it was the refund policy, the hold time or one script line. The reason is in the conversations, and the conversations are unread.
Surveys are a cost and a second contact.
Every survey is a message the customer did not ask for, a tool to run, and analysis work to turn answers into anything. Marketing and NPS studies take weeks and budget.
So satisfaction is a number you report, not one you run the floor on.
You cannot coach, escalate or fix what you only hear about from the few who filled in the form.
What changed
Every conversation gets a score the moment it is analyzed.
Ender Turing's AI customer-satisfaction analysis runs on the conversations your contact center already has. Here is what replaces what.
Before
One survey per contact, answered by a few, days later.
After
An entry and an exit CSAT for every conversation.
Each call, chat and email is scored 1–5 at the start and at the end by the built-in analysis; the change between the two is what your agents did. Per agent in the Dashboard's Common metrics, per conversation in the export. See Enter and Exit CSAT ↗
Before
A score with no reason attached.
After
CSAT by topic, by agent, by week — with the conversations behind each number.
Charts cut satisfaction by topic, team and period; the pre-built CSAT Dynamics board puts the whole picture in front of the executive who asks. Open any number and the conversations are one click away. See C-Level Boards ↗ · Charts ↗
Before
The unhappy customer is found when the survey comes back — if it does.
After
A low exit CSAT becomes a follow-up the same day.
Enders — Ender Turing's automations — trigger on a conversation's CSAT summary and notify a team lead, create a task or send a message, filtered by the values you set. See Enders ↗ · Notifications ↗
Before
Survey results in one tool, conversations in another.
After
Your survey CSAT and NPS sit beside the AI score.
Where your telephony or CRM supplies them, CSAT and NPS are filters on the same conversations — so you can compare the sample with the whole, and keep the surveys you want to keep. See conversation filters ↗
Before
A quarterly deck to explain the CSAT trend.
After
Ask it anything: "which topics lowered satisfaction this week, and why?"
Chat with EnderGPT answers from the conversations themselves; Scheduled chats send the same answer to your inbox every Monday. See Chat with EnderGPT ↗ · Scheduled chats ↗
Your stack stays
The conversations you already have are enough.
Phone calls
Contact-center platforms and CRM dialers connect through the documented apps and connectors; recordings can also be uploaded in bulk. Calls are analyzed as they arrive.
Chats and emails
Chat and email conversations come in through the documented apps and upload paths and are scored the same way as calls — one entry and one exit CSAT per conversation, in any language.
The analysis, documented
CSAT Dynamics is a managed generative-AI analysis in GenAI Studio: you can see what it does, and build your own prompts next to it — a satisfaction reason, a churn signal, a compliment to route to the agent.
The result the team is after
Satisfaction you can act on the same day — and prove at the board.
Contact centers that run Ender Turing measure every conversation and manage the reasons, not the survey.
OTP Bank improved CSAT by 18 points or 18%, from 6.8 to 8.0 on a 10-point scale.
The published OTP Bank case — every call analyzed, coaching from the conversations. Read the case study.
+19% customer satisfaction — averages across 50+ contact-center deployments.
With 100% of calls automatically scored versus a 3–5% manual baseline, −15% average handle time and 68 QA hours saved per specialist per month. See the case studies.
UNIQA, OTP Bank and Dila Med Labs report doing marketing analysis and NPS 20 times faster and 50 times cheaper with Ender Turing.
The questions a study used to answer in weeks — why customers call, what they praise, what makes them leave — answered from the conversations they already had.
The unhappy conversation reaches a team lead today.
Not as a survey answer next week: as a notification with the conversation attached, the moment the exit CSAT says so.
Customer results are reported by the customers named; product functions link to their Help Center articles.
Start free
Free for up to 5 agents. No expiry.
200 calls per agent a month, calls up to 10 minutes, standard templates, self-connect and upload. When the floor or the volume grows, Team is $39 per agent with no limits on conversations.
- Connect your telephony or CRM dialer, or upload a week of recordings.
- Entry and exit CSAT appear on every analyzed conversation — enable the columns in the Dashboard.
- Set one Ender: exit CSAT ≤ 2 → notify the team lead. Ask EnderGPT what lowered satisfaction this week.
Not the fit if you need survey software: this does not send surveys, it measures the conversations surveys never reach. Sales and customer-success teams have their own pages.
Questions before you start
CSAT, AI CSAT and surveys — the exact answers.
What is AI CSAT?
A customer-satisfaction score produced by analyzing the conversation itself instead of asking the customer to rate it afterwards. Ender Turing's AI customer-satisfaction analysis reads every call, chat and email and gives each conversation an entry CSAT and an exit CSAT on a 1–5 scale — how the customer felt at the start and at the end — so satisfaction is measured on 100% of conversations, not on the fraction who answer a survey.
What is a CSAT score?
CSAT — customer satisfaction score — is the classic post-contact metric: the customer is asked to rate the interaction, usually 1–5, and the score is the share of positive ratings or the average. It is accurate for the people who answer and silent about everyone else. AI CSAT keeps the same idea, a 1–5 satisfaction score per conversation, but produces it for every conversation from what was said.
How is the CSAT score calculated?
A survey CSAT is arithmetic on the answers you received — for example the share of 4s and 5s among respondents. Ender Turing's AI CSAT is an analysis of the conversation: the customer's language, tone and how the interaction developed, scored at the start (entry CSAT) and at the end (exit CSAT) on a 1–5 scale, rounded to two decimals in the Dashboard. The difference between the two is the part your agents control.
What is a good CSAT score?
Benchmarks vary by industry, channel and scale, and a survey benchmark only describes the customers who answered. The number that changes behavior is the movement inside the conversation: an entry CSAT of 2 that leaves at 4 is a great call; a 4 that leaves at 2 is the one to open. Ender Turing shows both per agent and per topic, so 'good' becomes a trend you can see week over week instead of a target you argue about.
AI CSAT vs survey CSAT — do we have to choose?
No. Keep the surveys you send; Ender Turing measures the conversations they never reach. Where your telephony or CRM supplies survey results, CSAT and NPS are available as filters next to the AI scores, so you can compare the two on the same conversations and see how far the survey sample is from the whole.
Which channels does AI CSAT cover?
Every conversation Ender Turing analyzes: phone calls from your telephony or CRM dialer, chats and emails imported through the documented apps and upload paths, and recorded meetings. The score appears for each conversation once the analysis has run.
How does this help improve a CSAT score?
Because you see where it drops. The Dashboard shows entry and exit CSAT per agent; charts cut it by topic, so the reasons that end conversations unhappy — a billing rule, a queue, a script line — are visible with the conversations behind them. Playlists turn the calls that lifted satisfaction into examples for the team, and Enders can notify a team lead the moment a conversation ends with a low exit CSAT.
Can it alert us when satisfaction drops?
Yes. Enders are Ender Turing's automations: they can trigger on the CSAT summary of a conversation and act — a notification, a task, a message to a team lead — filtered by the CSAT values you set. A conversation that ends unhappy becomes a follow-up the same day, not a survey answer next week.
What is the difference between NPS and CSAT?
CSAT rates one interaction; NPS asks how likely the customer is to recommend you and is a relationship metric. Ender Turing scores every interaction with AI CSAT and keeps survey-based NPS and CSAT beside it as filters where your platform supplies them — the interaction view on every conversation, the relationship view where you already measure it.
Is there a free plan?
Yes, and it does not expire: up to 5 agents and 200 calls per agent a month, calls up to 10 minutes, with standard templates, self-connect to your telephony or CRM, upload, 30-day retention and email support. Team is $39 per agent per month with no limits on conversations, data export and the REST API; Business is $79 per agent with executive boards, scheduled reports, the CRM connector, priority support and a guided onboarding session.
Which languages and what about security?
Any language. Production speech recognition today covers English, Spanish, Portuguese, French, German, Polish, Ukrainian, Arabic, Chinese, Japanese and more; a language we do not run yet is added on request or connected through your own speech-recognition engine. SOC 2 Type II and GDPR-compliant data handling on every plan; Enterprise adds private cloud and on-premise deployment.
Security, hosting regions, sub-processors and response times are documented on the Data Security page; SOC 2 Type II examination completed.
Buyer insights
Make the next decision about your team's conversations with better evidence.
Occasional analysis on conversation intelligence for contact centers and sales and customer-success teams — what moves pipeline, coaching, and time to value. No generic news.
Every conversation, scored
See this week's CSAT on 100% of your conversations — for free.
Connect what you already run, or upload a week of recordings, and see satisfaction by agent and topic tomorrow. Free for up to 5 agents; upgrade when the floor grows.