How is Humility Score Calculated in ElevateSX

Throughout the conversation, friendly and approachable language was used to establish a connection with the member. Our confidence in our ability to provide support was conveyed through our responses, and the tone used varied based on the member's specific circumstances.

Where We Scan for this behavior? We analyze all agent comments to assess humility levels.

Sentiments

• We have only two sentiments Positive and Negative for this behaviour.

1. Positive

   1. Friendly and positive language infused throughout conversation. Seemed happy to help.

   2. Conversational and fun. Personalized the interaction.

   3. Seemed confident in their ability to help, answer questions, or trust and utilize their resources to find the answer or solution. Ex: "I am not sure but I can definitely get you with someone who can help!"

   4. Adjusted tone based on the situation to match the context appropriately, ex: sounded empathetic and understanding when the contact was upset.

2. Negative

   1. Blunt phrasing that seems unfriendly.

   2. Language that casts doubt on our ability to help.

   3. Patronizing language like "precious" or "saddened" (depends on the context).

   4. Tone does not appropriately match the situation, and is in stark contrast to the contact. Ex: Sounds overly positive and bubbly when the member is clearly disappointed and upset, and would have benefited from an empathetic tone.