Wayfair’s Prasanna Chand on Using AI to Predict Customer Satisfaction
When only 20-25% of customers complete satisfaction surveys — and even those are primarily negative experiences — how can you truly understand your entire customer base? In this episode of AI CX Innovators, Prasanna Chand, Head of Data & Digital Transformation at Wayfair, reveals how they're using AI to predict customer satisfaction scores with 85% correlation to actual survey results, providing a complete picture beyond the inherently skewed feedback pool.
Prasanna takes Ashish through Wayfair's journey implementing AI across their customer experience operations, from identifying critical…
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