September 15, 2026 – GOCare Weekly Product Updates
Quick Summary
This article outlines this week's product updates across the GOCare platform. It includes new feature releases, enhancements to existing tools, and resolved issues.
Improvements
Expanded Conversations Export Columns – GOCare Connect
Conversations exports now include additional columns — including status, topics, tags at period end, segment timing, and reply, archive, and resolve timestamps — giving teams deeper visibility for reporting and analysis.
Smart CSAT Model Upgrade – GOCare Connect
Starting Wednesday, September 16, Smart CSAT is moving to an updated model built to deliver fairer, more accurate ratings. The upgrade applies automatically for all current Smart CSAT customers, new customers, and in-flight trials — no action needed on your end.
What's improving:
Better identification of which participant is the customer, so scoring reflects the right person
More reliable handling of open-ended conversations
A more discerning 1–5 scale, so ratings are spread out more meaningfully and a 5-star rating carries more weight
ℹ️ Note: Because scoring is calibrated differently, star ratings and SmartCSAT% may shift after the update. SmartCSAT% (the share of 4- and 5-star ratings) remains the more reliable metric for historical comparisons. Some conversations may also show no score if the model can't rate them confidently — this is expected and reflects a deliberate move toward accuracy over guessing.