{
  "apiVersion": "v1",
  "topic": {
    "id": "support-satisfaction",
    "title": "Are customers happy with AI customer service?",
    "group": "Customer support",
    "summary": "Satisfaction scores, speed and complaints for AI-handled support, compared with human service where reported.",
    "passages": 4,
    "url": "https://the-ai-record.com/topics/support-satisfaction",
    "json": "https://the-ai-record.com/api/v1/topics/support-satisfaction.json"
  },
  "passages": [
    {
      "id": "salesforce-achieved-4-6-csat-rating-74-resolution-2026",
      "text": "we achieved a 4.6 CSAT rating and a 74% resolution rate by empowering AI agents and humans to work as one unified team",
      "context": null,
      "speaker": null,
      "speakerId": null,
      "speakerUrl": null,
      "speakerLevel": null,
      "role": null,
      "voice": "organization",
      "organization": "Salesforce",
      "organizationId": "salesforce",
      "organizationUrl": "https://the-ai-record.com/organizations/salesforce",
      "aiVendor": true,
      "work": {
        "title": "Salesforce (own site, webinar listing)",
        "type": "post",
        "date": "2026-10",
        "publisher": "Salesforce (own site, webinar listing)",
        "url": "https://www.salesforce.com/events/webinars/how-salesforce-uses-agentforce-to-transform-support-handoffs/"
      },
      "grade": "B",
      "gradeMeaning": "The organization's own post, paper or talk.",
      "verification": {
        "status": "verified",
        "meaning": "An independent second reader re-fetched the source and confirmed the wording.",
        "reviewedOn": "2026-10-31"
      },
      "topics": [
        "ai-support-resolution",
        "support-satisfaction"
      ],
      "functions": [
        "support"
      ],
      "figures": [
        {
          "metric": "support-ai-resolution-share",
          "value": 0.74,
          "unit": "share",
          "period": "first year of Agentforce on help.salesforce.com",
          "definition": "Not defined on the page (\"resolution rate\")",
          "level": "unclear"
        }
      ],
      "url": "https://the-ai-record.com/passages/salesforce-achieved-4-6-csat-rating-74-resolution-2026",
      "json": "https://the-ai-record.com/api/v1/passages/salesforce-achieved-4-6-csat-rating-74-resolution-2026.json"
    },
    {
      "id": "natwest-around-half-cora-conversations-now-entirely-contained-2025",
      "text": "Around half of Cora conversations are now entirely contained and we achieved a Cora CSAT of 66%.",
      "context": null,
      "speaker": null,
      "speakerId": null,
      "speakerUrl": null,
      "speakerLevel": null,
      "role": null,
      "voice": "organization",
      "organization": "NatWest Group",
      "organizationId": "natwest",
      "organizationUrl": "https://the-ai-record.com/organizations/natwest",
      "aiVendor": false,
      "work": {
        "title": "NatWest Group annual report, strategic report (the company's own annual publication)",
        "type": "post",
        "date": "2025-02",
        "publisher": "NatWest Group annual report, strategic report (the company's own annual publication)",
        "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2024/strategic-report-2024.pdf"
      },
      "grade": "B",
      "gradeMeaning": "The organization's own post, paper or talk.",
      "verification": {
        "status": "verified",
        "meaning": "An independent second reader re-fetched the source and confirmed the wording.",
        "reviewedOn": "2026-10-31"
      },
      "topics": [
        "ai-support-resolution",
        "support-satisfaction"
      ],
      "functions": [
        "support"
      ],
      "figures": [
        {
          "metric": "support-ai-resolution-share",
          "value": 0.5,
          "unit": "share",
          "period": "FY2024",
          "definition": "'Entirely contained' (customer-journey section). The highlights page says 'almost half ... required no human input'.",
          "level": "human-out"
        }
      ],
      "url": "https://the-ai-record.com/passages/natwest-around-half-cora-conversations-now-entirely-contained-2025",
      "json": "https://the-ai-record.com/api/v1/passages/natwest-around-half-cora-conversations-now-entirely-contained-2025.json"
    },
    {
      "id": "chime-reduced-support-costs-per-active-member-60-2025",
      "text": "Between the year ended December 31, 2022 and the year ended March 31, 2025, we reduced our support costs per Active Member by 60% and fraud loss rates by 29%. These improvements did not come at the expense of the member experience, either, as we doubled our member support satisfaction scores from the first quarter of 2022 to the first quarter of 2025.",
      "context": null,
      "speaker": null,
      "speakerId": null,
      "speakerUrl": null,
      "speakerLevel": null,
      "role": null,
      "voice": "organization",
      "organization": "Chime",
      "organizationId": "chime",
      "organizationUrl": "https://the-ai-record.com/organizations/chime",
      "aiVendor": false,
      "work": {
        "title": "Chime Financial, Inc. prospectus (Form 424B4)",
        "type": "filing",
        "date": "2025-06-12",
        "publisher": "SEC EDGAR",
        "locator": "Business, Member Support",
        "url": "https://www.sec.gov/Archives/edgar/data/1795586/000162828025030855/chimefinancialinc-finalpro.htm"
      },
      "grade": "A",
      "gradeMeaning": "A filing or earnings call the organization answers for.",
      "verification": {
        "status": "verified",
        "meaning": "An independent second reader re-fetched the source and confirmed the wording.",
        "reviewedOn": "2026-11-04"
      },
      "topics": [
        "measuring-impact",
        "ai-cost-and-spend",
        "support-satisfaction",
        "support-cost"
      ],
      "functions": [
        "support"
      ],
      "figures": [
        {
          "metric": "support-cost-per-active-member-reduction",
          "value": 0.6,
          "unit": "share",
          "period": "2022 to March 2025",
          "definition": "Reduction in support costs per Active Member; the filing credits investments in automation and AI alongside other improvements",
          "level": "unclear"
        }
      ],
      "url": "https://the-ai-record.com/passages/chime-reduced-support-costs-per-active-member-60-2025",
      "json": "https://the-ai-record.com/api/v1/passages/chime-reduced-support-costs-per-active-member-60-2025.json"
    },
    {
      "id": "klarna-need-rethink-make-customer-service-human-experience-2026",
      "text": "We need to rethink this and make customer service a human experience. Everyone who wants a human connection should get it.",
      "context": null,
      "speaker": "Sebastian Siemiatkowski",
      "speakerId": "sebastian-siemiatkowski",
      "speakerUrl": "https://the-ai-record.com/people/sebastian-siemiatkowski",
      "speakerLevel": "executive",
      "role": "Chief Executive Officer and co-founder",
      "voice": "person",
      "organization": "Klarna",
      "organizationId": "klarna",
      "organizationUrl": "https://the-ai-record.com/organizations/klarna",
      "aiVendor": false,
      "work": {
        "title": "CX Foundation (specialist customer-experience media and analyst site)",
        "type": "interview",
        "date": "2026-02-17",
        "publisher": "CX Foundation (specialist customer-experience media and analyst site)",
        "url": "https://cxfoundation.com/news/klarna-recruits-customers-as-service-reps"
      },
      "grade": "C",
      "gradeMeaning": "An interview or press quote.",
      "verification": {
        "status": "verified",
        "meaning": "An independent second reader re-fetched the source and confirmed the wording.",
        "reviewedOn": "2026-10-31"
      },
      "topics": [
        "ai-support-resolution",
        "failures-and-reversals",
        "support-satisfaction"
      ],
      "functions": [
        "support"
      ],
      "figures": [],
      "url": "https://the-ai-record.com/passages/klarna-need-rethink-make-customer-service-human-experience-2026",
      "json": "https://the-ai-record.com/api/v1/passages/klarna-need-rethink-make-customer-service-human-experience-2026.json"
    }
  ],
  "notice": [
    "Every passage is reproduced word for word from the cited source.",
    "Check the verification status: \"reported\" means not yet confirmed by an independent second reader.",
    "Organizations flagged aiVendor sell AI tools or services and have a reason to publish flattering numbers.",
    "An empty result means the archive holds nothing on it, not that nobody has said anything."
  ]
}