CSAT (Customer Satisfaction Score)
A metric that measures how satisfied customers are with a specific interaction, product, or service—typically collected via a 1–5 or 1–10 post-interaction survey. AI support and voice agents track CSAT on every resolved ticket to measure quality alongside efficiency. A high deflection rate with declining CSAT signals the agent is closing tickets without actually solving problems. Production agents target CSAT parity with human agents (4.2+ out of 5) before scaling automation.
Written by Max Zeshut
Founder at Agentmelt · Last updated Sep 9, 2026
Example
After an AI support agent resolves a billing question, the customer receives a one-question survey: 'How satisfied were you with this interaction?' The agent's average CSAT of 4.4/5 is compared against the human team's 4.3/5 to validate quality.
Frequently asked questions
- What is a good CSAT score for an AI agent?
- Aim for parity with your human agents as a minimum (typically 4.0–4.5 out of 5). Best-in-class AI support agents achieve 4.3–4.6. If AI CSAT drops below 3.8, investigate whether the agent is handling cases outside its capability or giving unhelpful responses.