A leading Indian DTH telecom provider faced low survey participation and high handling times during onboarding. Manual feedback collection lacked scale and standardization. Gnani.ai automated CSAT and activation workflows to address these challenges.
The Solution
Activate365 enabled Sun Direct to automate CSAT surveys and onboarding calls at scale. This streamlined experience improved participation, reduced AHT, and captured structured feedback to drive service excellence.
Automated CSAT execution immediately post-service, delivering voice-based surveys to thousands of customers in real time.
Used AI-driven onboarding workflows to guide users through activation steps in a fast, standardized manner.
Applied sentiment analysis to detect dissatisfaction and route alerts for timely resolution.
Synced structured survey data into analytics dashboards, enabling faster, data-backed service improvements.
This intelligent automation lifted CSAT response rates, shortened AHT, and strengthened customer experience programs.
The Impact
Sun Direct recorded higher CSAT completion rates, shorter call durations, and improved customer experience, ensuring better retention.
