A US telecom operator

At elementary writing proficiency

Historic CSAT at baseline

78% of employees fell below professional writing standards, and the diagnostic correlated writing deficiencies with complaint spikes to enable targeted capability uplift.

The result

An AI-driven Email Pro diagnostic combining multiple-choice and live-writing evaluation benchmarked over 200 employees on clarity, tone, accuracy and professionalism.

The approach

CSAT had crashed to 14 out of 100, driven largely by poor written customer interaction across service, technical and support teams relying on ad-hoc writing styles.

The challenge

14/100

61%

Customer Experience & Service Excellence

Telecom

Diagnostic maps a 233-agent team behind a 14 out of 100 CSAT to root-cause writing gaps