Customer Science, a Sydney-based company specialising in customer experience and digital transformation, has launched a new tool called CommScore.AI™, an AI-powered solution designed to optimise customer communication.
This tool employs a human-AI-human approach to evaluate written communications for both brand alignment and overall effectiveness, ensuring they result in frictionless experiences and positive customer outcomes.
Todd Gorsuch, CEO of Customer Science, states, “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.”
With customer emails, letters, texts, and forms accounting for up to 80% of all customer experience, even marginal gains in this area can significantly boost operational efficiency and satisfaction. Clear and helpful service writing is proven to improve first contact resolution by up to 20%, decrease unnecessary inquiries and errors by as much as 30%, and elevate customer satisfaction by up to 15%.
The advantage of CommScore.AI is its affordability and speed, making the significant benefits of communication optimization accessible to medium and large enterprises that previously found the service prohibitive.
Peter Vierod, Creative Partner at the Customer Science division, CX Communications, emphasizes, “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.”
Furthermore, the solution addresses major organizational concerns regarding data security. Customer Science confirms that CommScore.AI does not retain customer data or communication content, ensuring a secure environment. By reviewing communications through a brand context, the tool also acts as a guardrail, preventing in-house writers from deviating from established tonal guidelines.