The document provides a CSAT analysis of conversations with negative resolutions for a Spanish virtual assistant from January to July 2020. It finds that the top conversation topics were login issues (33.2%), tech issues (16.1%), and plans & channels (15.2%). Login issues decreased in April but increased in June and July, while tech issues were highest in January. Cancellations saw the largest month-over-month increase from June to July. Login issues were the top topic across most countries except Mexico, where plans, billing, and promotions were most common. The analysis recommends prioritizing live agents for login issues in Chile and Colombia.

1. © 2020 Nuance Communications, Inc. All rights reserved.
Sprint
CSAT Analysis
Elliana Gallegos, Data Analyst
July 2020

2. Presentation title here—edit on Slide Master
Methodology: Period: 1/1/20 – 7/31/20, Business Unit: DTG-Spanish, Agent Groups: DTG_VA_SPN, Sample Size: 3,013 surveys, Filters: (”Solucionamos tu problema?”=No)
Note: Numbers reflect the percentage of chats where customers mentioned a particular topic. Due to multi-tagging, the sum of percentages can be over 100%.
CSAT Analysis: Conversation Topics with Negative Resolution (Virtual Assistant)
Overview
“hola quiero dar de baja el servicio”
“Deseo actualizar mi informacion sobre mi correo electrónico”
“quisiera su apoyo para poder registrarme”
“Como puedo activar mi codigo promocional”
“Se puede pagar con debito no tengo tarjeta de crédito”
“Como configurar mi TV smart”
“Hola se incluyen canales infantiles y nacionales en la programacion?”
“no puedo ingresar a la aplicacion”
“como soluciono codigo de error 1101“
33.2%
16.1%
15.2%
14.2%
13.8%
8.9%
8.3%
7.7%
7.1%
Login Issues
Tech Issues
Plans & Channels
Devices & Streaming
Billing & Payment
Promotions
Sign Up
Account Management
Cancellations
VA-Only Post Chat Survey Question
”Solucionamos tu problema?”
72.4%
27.6%
No Si
• From January to July, 3,013 VA-only surveys were completed.
• Based on the surveys, the positive resolution rate was 27.6%, and the negative resolution rate was 72.4%.
• The top conversation topics with negative resolution were Login Issues (33.2%), Tech Issues (16.1%), and Plans & Channels (15.2%).

3. Presentation title here—edit on Slide Master
CSAT Analysis: Conversation Topics with Negative Resolution (Virtual Assistant)
Breakdown by Month (All Countries)
Methodology: : Period: 1/1/20 – 07/31/20, Business Unit: DTG-Spanish, Agent Groups: DTG_VA_SPN, Sample Size: 2,182 surveys, Filters: (”Solucionamos tu problema?”=No), (Country: AR,CL,CO,MX,PE,EC,UY)
• The Login Issues topic decreased during April (19.5%) but started increasing again during June (20.8%) and July (21.8%)
• Tech Issues was the highest during January (23.4%), but it dropped to around 10% in recent months.
• Cancellations had the highest MoM increase from June (6.6%) to July (12.0%)
Highlights

4. Presentation title here—edit on Slide Master
CSAT Analysis: Conversation Topics with Negative Resolution (Virtual Assistant)
Methodology: : Period: 1/1/20 – 07/31/20, Business Unit: DTG-Spanish, Agent Groups: DTG_VA_SPN, Sample Size: 2,182 surveys, Filters: (”Solucionamos tu problema?”=No), (Country: AR,CL,CO,MX,PE,EC,UY)
Breakdown by Country (January to July)
• Login Issues was the top conversation topic with negative resolution in all countries, except for Mexico.
• Plans & Channels, Billing & Payment, and Promotions were the top conversation topics with negative resolution in Mexico
Highlights

5. Presentation title here—edit on Slide Master
CSAT Analysis: Conversation Topics with Negative Resolution (Virtual Assistant)
Methodology: Period: 1/1/20 – 7/31/20, Business Unit: DTG-Spanish, Agent Group: DTG_VA_SPN, Sample Size: 724 surveys, Filters: (”Solucionamos tu problema?”=No), Country=(AR,CL,CO,MX,PE,EC,UY),
Conversation Topic=Login Issues
Login Issues – Deep Dive
Highlights:
• Login Issues chats with negative resolution have
been increasing again during June and July,
especially in Chile and Colombia
• The Virtual Assistant offers good responses
related to Login Issues, but it can’t access the
customer’s account to identify the specific
problem, so a higher negative resolution rate for
this topic is expected.
Top Mentions:
• “Tengo problemas con mi contraseña”
• “Trato de entrar con mi documento oficial
(RUT/DNI) y no funciona”
• “Tengo problemas con mi correo electrónico”
• Prioritize live agent escalation for customers having login issues in Chile and Colombia.
• If there are no live chat agents available, the Virtual Assistant could share a “Contact Us” form or collect the customer’s contact information
and have an agent contact them when they’re available.
Recommendations