Product · Customer communications
CommScore.AI
Organisations spend millions building a brand, then undermine it one email, letter, SMS and chatbot reply at a time. CommScore.AI measures each message against brand and communication principles, and shows exactly how to close the gap.
The problem
Hundreds of templated communications, and nobody has read them since they were written
Most organisations carry hundreds, often thousands, of templated customer communications: welcome emails, overdue notices, claim outcomes, appointment reminders, chatbot scripts. They were written by different people at different times, and most have never been reviewed against the brand they are supposed to represent.
The result is that the argument for fixing them is always an opinion. "We think this could be better" does not get budget. "We have measured it, this is what is holding it back, here is the better version, and here is the improved score" does.
CommScore.AI turns communication quality into a measurement, so the case for improving it is evidence.
What it measures
Five pillars, thirty checks, the same for every message
Consistency is the point. Every communication is scored against the same framework, which is what makes the output evidence rather than advice.
Clarity
Can the reader understand what has happened and what they need to do, first time, without calling you?
Certainty
Does the message commit to what will happen next, when, and who will do it, or does it hedge?
Structure, style and grammar
Is it built to be scanned, in plain language, and free of the errors that quietly cost credibility?
Brand alignment
Does it sound like the brand you spent millions building, or like the system that generated it?
Customer experience
Does it reduce effort, anticipate the next question, and leave the customer better off than before they opened it?
The overall score
One number out of five, with the pillar scores behind it and a prioritised list of what to change first.
How it works
Every communication becomes progressively better
1. Review
Upload the messages and the brand principles. Each message is scored across the five pillars and thirty criteria.
2. Recommend
Each gap becomes a prioritised recommendation for that message.
3. Rewrite
Your team, or ours, rewrites each message against the recommendations.
4. Rescore
The rewritten message is scored again, so the improvement is a number rather than a claim.
Continuous optimisation
Review, recommend, rewrite, rescore. Then again.
A communication is never finished. Each cycle lifts the score, and the score is what tells you when to stop and move to the next most-sent message.
The platform
Add a brand, upload the messages, read the score
Brand principles go in once. Every message uploaded after that is scored against them, and the prioritised recommendations come back with the score.
In practice
What a review cycle looks like
- illustrative before and after score out of five for a single rewritten communication
- 2.4 → 4.6
- quality checks applied to every communication scored
- 30
- of customer communications work behind the scoring framework
- 20+ years
- certified information security management, so client communications stay inside the boundary
- ISO 27001
The before and after score is an illustration from commscore.ai, not a guarantee. Results depend on the communications you start with.
A fair question
Why not just ask ChatGPT or Claude?
Because CommScore.AI is not a writing assistant. It is an assessment and optimisation platform. A general model will happily rewrite a letter, and rewrite it differently tomorrow. CommScore.AI applies the same scoring framework to every communication, every time, so you can compare any two messages, and show that a rewrite actually worked.
It is also built for the communications of regulated Australian organisations. Client content stays inside Customer Science's ISO 27001 certified boundary, and the security overview says plainly what leaves it and why.
Who uses it
Two ways in
Service organisations
Banks, insurers, utilities, government agencies and health funds with a library of customer communications that has never been reviewed as a whole. Start with a health check of the highest-volume templates.
Brand agencies and consultancies
Make customer correspondence your next consulting offer. CommScore.AI gives an agency the measurement to sell a communications health check, a transformation, or continuous optimisation, with the score to prove the work.
Insights
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