The challenge our clients face
Customer service is often managed based on gut feeling or by reviewing a handful of interactions now and then. Standard metrics track how many requests come in and how quickly they’re resolved, rarely what they actually contain.
The result? You don’t know exactly where the pain points lie, which responses are problematic, or how much of your volume could be automated. Without clarity, it’s hard to know where to begin or justify investing in a solution.
What a customer service audit reveals
The audit examines your real interactions, with no predefined framework: categories emerge from your own conversations. It uncovers three key insights:
Customer intent and pain points
Why your customers reach out, what frustrates them (root causes), and how they feel.
Response quality
Do your answers actually address the request? Are they accurate, complete, aligned with your procedures, and on-brand?
Automation potential
For each type of request, what it would take to resolve it automatically, from simple information to queries requiring human input.
The question isn’t “Is my customer service working?” but “Where should I act first, and what will the impact be?”
Our solution for auditing your customer service
Discovery is your gateway to iQ, a concrete first step before any larger project.
iQ
For the audit, fAibrik applies iQ to 100% of your interactions over the selected period: emails, tickets, transcribed or recorded calls, reviews, and exchanges with your AI agents. Categories emerge naturally from your conversations, with no predefined framework. You receive data-driven insights and a clear action plan: what’s costing you, what can be automated, and where to focus first.
Explore iQ- Automation opportunities, ranked by volume and customer sentiment
- Verbatims behind every statistic
- Natural-language interaction with your data
- A detailed debrief
The audit in practice
- Scope
- 100% of interactions from a given period, across your chosen channels
- Required data
- An export of your emails, tickets, transcripts, or recordings
- Deliverables
- Data-driven insights, ranked opportunities, verbatims, and a detailed debrief
- Timeline
- One week minimum, depending on volume and diversity of interactions
Frequently asked questions
What is a customer service audit?
It’s an analysis of your real interactions with customers to identify what frustrates them, how effective your responses are, and what can be automated. fAibrik’s Discovery audit covers 100% of interactions from a given period, analyzed with iQ.
What data do I need to provide?
An export of your emails, tickets, call transcripts, or recordings for the selected period and channels.
How long does the audit take?
One week minimum, depending on the volume and diversity of your interactions.
Do I need to provide an analysis framework?
No framework required: categories emerge from your own conversations. You’ll even discover patterns no one had previously identified.
Where is my data hosted during the audit?
In the EU. After the audit, your data is deleted unless you choose to continue with iQ.
What happens after the audit?
You’ll leave with data-driven insights, ranked automation opportunities, and a detailed debrief. You can then deploy iQ to continuously monitor response quality and customer sentiment.