Learn about the various types of business use cases that you can achieve by customizing the predictive models of CSI Score.
- Example: Include New KPI in Predictive Analysis
Northern Trail Outfitters (NTO) recently added webinar attendance as a new KPI to their Voice of Customer (VoC) composite score. Executives want to know if webinar attendance is statistically driving customer satisfaction. The admin must update the predictive model dataset and retrain the VoC model to include this new variable. - Example: Retrain Model After Logic Change
The Service VP at Northern Trail Outfitters (NTO) wants to adjust the Sentiment Score (SENT) logic to penalize negative feedback. Because the logic has changed, the existing predictive model is no longer accurate. The admin must retrain the sentiment predictive model to make sure that the top drivers accurately explain why sentiment scores are dropping.