A post-conversation survey bot lets you collect feedback from consumers at the end of a conversation with a custom bot or human agent. The survey bot can ask:
- Specialized questions designed to provide First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) survey metrics
- Questions that reflect your brand's key performance indicators
- Free-text questions
To be able to add a post-conversation survey using a bot, see the procedure as follows.
Create the survey bot
- Login to the Engagement Portal and go to the Conversational AI > Conversation Builder.
2. From the dashboard that lists your bots, click New Bot in the upper-right corner.
3. In the Choose a Bot Template window, select Survey Bot.
4. In the Survey Bot window, specify the following:
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- Name: Enter a name for the bot that's concise and clear.
- Description: Enter a description that's meaningful to you and others.
- Bot Language: Select a language.
- Skill: Select the skill(s) that will trigger this survey bot. You can use the available controls to sort and filter the skills and to search for skills. A skill can be assigned to only one survey bot. You can add skills in the Conversational Cloud.
5. Click Create Bot.
This creates a survey bot that includes a single dialog of type "Survey" (that's also named "survey" by default). Define the survey in this dialog.
For easy visibility, in the dashboard that lists your bots, the skill(s) assigned to a survey bot are listed beneath the bot name.
Build out the survey bot
In the dialog that's of type "Survey," define the survey. There are several types of questions that can be included in the survey:
First Call Resolution (FCR)
This question is used to measure operational efficiency in resolving consumer issues. This interaction asks a standard FCR question: Were you able to resolve your inquiry today? Feedback on this helps to measure and improve agent/bot and skill performance.
Customer Satisfaction (CSAT)
Customer Satisfaction (CSAT) metrics are used to measure the frequency at which the brand meets or exceeds consumer expectations. This interaction asks a standard CSAT question: How would you rate your overall satisfaction with the service you received?
Net Promoter Score (NPS)
Net Promoter Score (NPS) metrics are commonly used to measure the loyalty of a consumer to a brand. This interaction asks a standard NPS question: Based on your experience today, how likely are you to recommend us to a friend or colleague?
Closed-ended, custom
A closed-ended question is a multiple-choice question that has a custom, predefined list of answer choices. Use this interaction when you need quantifiable data and want to categorize your consumers.
In the closed-ended question, every answer choice has two values:
- Text value: This value is shown to the consumer as the answer choice.
- Reporting value: When the answer choice is selected by the consumer, this value is reported in Analytics Builder and the Messaging Interactions API.
As you can see from the Acknowledgment checkbox in the image above, changing the Reporting value causes answer IDs to be regenerated. Therefore, if you change the Reporting value, you'll need to update accordingly any custom reports that are based on answer IDs.
Open-ended, custom
An open-ended question allows the consumer to provide an answer in their own words, instead of being constrained by a predefined list of answer choices. Use this interaction when you want to offer the opportunity for this type of free-form feedback.
Notes:
- All survey questions
- Cannot be changed from one interaction type to another.
- Have a limit of 256 characters for the survey question.
- Support any emojis. Just copy and paste them in, but remember to update the rules accordingly.
- FCR, CSAT, and NPS questions
- These are predefined in the sense that you can't edit their structure, i.e., add or remove answer choices. However, you can change the question and answer text.
- In a survey bot, you can include only one of each of these.
- You can add a skip option to each of these.
- Closed-ended and open-ended, custom questions
- In a survey bot, you can include as many of these as required.
- You can add a skip option to closed-ended questions but not to open-ended questions.
- Close a survey conversation by setting Close Dialog as the Next Action in the final interaction in the survey dialog.
Make sure that Close Dialog will be the chosen option to close the survey conversation instead of Close Conversation. Close Dialog allows a post-conversation survey to be triggered, but Close Conversation does not.
Deploy the survey bot
- You don't manually deploy a survey bot. When this feature has been enabled for your brand, this deploys the underlying agent connector that's shared by all survey bots. Therefore, as soon as you create a survey bot and assign it a skill, the bot is active and can receive conversations.
Note: In the event that the survey bot will not get triggered on the initial deployment, redeployment of the connector should be done. Wait for a few minutes for the changes to take effect. Clearing the browser cache or using a fresh browser is also required in case the survey bot is not getting triggered.
a. To do this, go to Conversational AI > Bot Status.
b. Go to the Bot Agents tab then select the PCS Connector. Click on the Kebab Menu then click on Redeploy Connector.
Trigger the survey bot
In order to trigger the survey, start a conversation on the account and skill on which you’ve defined the survey and bring the conversation to an end, either from the consumer or the agent side. Once the conversation closes, the survey will be triggered and will be displayed on the consumer side.
A summary of the customer's response to the Post-Conversation Survey will be displayed in the Chat Activity of the Agent's dashboard.
