Detect customer friction, dissatisfaction, escalation intent, churn risk, and billing disputes — the moments that determine whether a customer stays or leaves.
Customer experience measurement is usually retrospective — surveys sent after the interaction, CSAT scores aggregated monthly, NPS tracked quarterly. By the time you know something went wrong, the customer is already gone.
Compass evaluates customer experience as it happens, in the conversation itself. The moment a customer expresses frustration, mentions a competitor, or asks for a supervisor — these are real-time signals that indicate where the experience is breaking down. Not after the fact. During the interaction where intervention is still possible.
Sentiment analysis tells you a customer sounded negative. It doesn't tell you why, or what the agent did about it. Compass identifies the specific friction points — a misrouted call, a billing dispute handled rigidly, a scheduling barrier the agent couldn't resolve — and connects them to the customer experience outcome.
This turns customer experience from a lagging metric into an operational signal that teams can act on daily.
The signals below detect friction, dissatisfaction, and churn risk patterns across every customer interaction.
