Sun Direct boosts CSAT engagement with Voice AI

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A leading Indian DTH telecom provider faced low survey participation and high handling times during onboarding. Manual feedback collection lacked scale and standardization. Gnani.ai automated CSAT and activation workflows to address these challenges.

Solution

Activate365 enabled Sun Direct to automate CSAT surveys and onboarding calls at scale. This streamlined experience improved participation, reduced AHT, and captured structured feedback to drive service excellence.

Automated CSAT execution immediately post-service, delivering voice-based surveys to thousands of customers in real time.

Synced structured survey data into analytics dashboards, enabling faster, data-backed service improvements.

This intelligent automation lifted CSAT response rates, shortened AHT, and strengthened customer experience programs.

Impact

Sun Direct recorded higher CSAT completion rates, shorter call durations, and improved customer experience, ensuring better retention.

12.70%

CSAT rate

49.40%

response gain

22s

AHT saved

Sun Direct boosts CSAT engagement with Voice AI

Customer experience metrics

Solution

Impact

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