Press Releases

Sydney-headquartered customer experience and digital transformation company, Customer Science, has announced the launch of a new AI-powered customer communication optimiser called CommScore.AI™.

The solution, using a human-AI-human approach, reviews written communications through a brand and effectiveness lens to ensure they deliver frictionless experiences and ideal outcomes.

Todd Gorsuch, CEO, Customer Science, says, “This technology is new, but the IP has been developed over 20 years by service writing specialists, Friendly Persuasion, who joined our group in July. We’ve converted their customer correspondence auditing service into an AI powered solution that recommends how each message can be optimised against brand and industry benchmarks. This means customers spend less time auditing, converting this time to writing optimal content and speeding time to value.”

Todd Gorsuch, CEO, Customer Science

Customer emails, letters, texts and forms represent up to 80 per cent of all customer experience. Even small improvements in this area can have a significant impact on operational efficiency and customer satisfaction.

Service writing that is clear and helpful is known to improve first contact resolutions by up to 20 per cent, reduce escalations and stop unnecessary customer service enquiries and errors by up to 30 per cent, and lift customer satisfaction by as much as 15 per cent.

The beauty of Commscore.AI is that it’s cost and speed allow medium and large enterprise clients to get equal benefits that were previously out of reach of many organisations.

Peter Vierod, Creative Partner at Customer Science division, CX Communications, says, “The beauty of CommScore.AI is that it helps remove customer experience frictions while aligning messages with a brand’s unique tonal values. CommScore.AI is for brands that want to benefit from AI without sounding like AI.”

Peter Vierod, Creative Partner at Customer Science division, CX Communications

Another factor in its favour is data security. Unmonitored use of AI in the workplace is a major concern for many organisations. According to Customer Science, CommScore.AI does not retain customer data or communications content, making it a secure environment. In addition, because it reviews communications from a brand context, it prevents in-house writers from straying outside tonal guidelines.

About Customer Science

Customer Science helps you deliver world-leading service by bringing to life your vision for Customer and Digital Experience. Our solutions are powered by a team of award-winning practitioners who are passionate about making a difference. They can take your vision and its benefits from idea, market research and service design through to operational delivery where we can lock in performance through management, people, process, and technology consulting and professional services. With our client commitment to delivering measurable results at a rapid return on investment and sustainability of solution, our clients enjoy great customer satisfaction levels that support their organisational objectives. For further information, please visit: https://customerscience.com.au and to see the tool in action CommScore AI - Customer Science.