CSAT.AI for Zendesk Support

CSAT.AI — QA, CX, Coaching & ROI in Your Brand's Own Voice

Generic surveys and automated QA scorecards use one-size rubrics and weak evidence, so they miss your brand voice, customer intent, and business impact.

What you get

• Brand-aligned automated QA: empathy, clarity, resolution, compliance

• AI Surveys with smart delivery and fatigue controls

• VoC clustered into Rank, Trend, Signals, KPIs, ROI Action

• Coaching Cards tied to Moments and outcomes

• Model-agnostic: our tuned model, or OpenAI, Claude, Gemini, Bedrock, Azure, or a private on-prem model

Why independent QA, not built-in QA

Built-in QA scores the same platform that produced the conversation. That is self-assessment. Independent QA exists for the same reason SOC 2 auditors are independent of the company they audit: the grader should not be the graded.

• Independence — we are not the system being measured
• Your rubric — built from your brand voice and policies, not a fixed vendor scorecard
• No model lock-in — your QA is not tied to whichever model your helpdesk ships
• Evidence — every score cites the metric behind it, in a record you can hand an auditor
• Portable — your rubric and QA history survive a change of helpdesk

Why CSAT.AI

• Patent-backed: US Patent 11,748,414, realtime scoring at inference time

• In production since 2021; scores 100% of Zendesk Support conversations across chat, email, and voice

• Complements Zendesk: sits on top of your helpdesk, does not replace it

• SOC 2 Type II and ISO 27001 certified, GDPR compliant, HIPAA ready, third-party audited

• EU AI Act high-risk rules apply from August 2, 2026, with penalties to EUR 35M or 7% of turnover. Independent, citable QA records are what that regime asks for.

How it works in Zendesk

This app adds a CSAT.AI icon to your nav bar. Click it and you are signed in with your Zendesk identity and taken to the CSAT.AI dashboard, where QA, surveys, VoC, and coaching live. A CSAT.AI account is required; a 21-day free trial is included.

Data handling

We process Zendesk ticket content and metadata, survey responses, app configuration, and encrypted Zendesk OAuth and API keys, solely to score quality, run surveys, and power your dashboards. We do not sell your data and do not train public models on it. Encryption is TLS 1.2+ in transit and AES-256 at rest. Derived analytics are retained 12 months by default and are configurable, with hard deletion on uninstall or written request. You remain data controller; CSAT.AI is data processor, and a DPA is available. Questions: security@csat.ai

Pricing

Growth and Enterprise plans: csat.ai/pricing