This article will help you to create a simple post-conversation survey bot. Such a bot can gather feedback from your visitors after they finish a conversation. You can use this feedback to refine the way your engagements work and improve your processes.
A post-conversation survey bot can use pre-defined interactions to gather standard metrics. These include the First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) metrics. You can also include questions that reflect your organization's unique key performance indicators (KPI). It is also possible to ask free-text questions.
If you are new to our modern Messaging platform, this bot replaces the older post-chat survey method used in our legacy Live Chat platform.
Tip: To get expert help in building and implementing your bot, reach out to your Account Director to discuss our Professional Services offering.
Table of Contents
- Step 1: Create the Bot using the Survey Bot Template
- Step 2: Build the Survey Dialog for the Bot
- Step 3: Deploy the Bot
- Step 4: Trigger the Bot
- See Also
Step 1: Create the Bot using the Survey Bot Template
To begin, you need to create a bot in the Conversation Builder using the Survey Bot template.
- Login to the Engagement Portal. (How to login to the Engagement Portal.)
- Open the menu on the left side of the page and select Automate > Conversation Builder.
- From the dashboard that lists your bots, click New Bot in the upper-right corner.
- In the Choose a Bot Template window, select Survey Bot.
- In the Survey Bot window, specify the following:
- Name: Enter a name for the bot that's concise and clear.
- Description: Enter a description that's meaningful to you and others.
- Channel Type: Select Messaging.
- 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. (Learn more.)
- Click Create Bot.
This creates a survey bot that includes a single dialog of type "Survey". In Step 2, you need to define the survey using this dialog.
Tip: For easy visibility, in the dashboard that lists your bots, the skill(s) assigned to a survey bot are listed beneath the bot name.
Step 2: Build the Survey Dialog for the Bot
Now you need to add the dialog for your survey bot.
Choose your Questions
The following sub-headings provide options, which you can choose or combine according to your needs.
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 using FCR can measure and agent or bot performance.
Customer Satisfaction (CSAT)
Customer Satisfaction (CSAT) metrics are used to measure the frequency at which your organization 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 often 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 custom multiple-choice question. When you build the question, you must also build a predefined list of answer choices. Use this type of question when you need quantifiable data or want to categorize your visitors.
In the closed-ended question, every answer choice has two values:
- Text value: This value is shown to the visitor 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 any custom reports that are based on answer IDs.
Open-ended, custom
An open-ended question allows the visitor to provide a free text answer. Use this interaction when you want to offer the opportunity for this type of free-form feedback.
Build your Dialog
As you build your dialog using the questions you have picked, keep the following in mind.
Emoji Support
Survey questions support any emojis. Just copy and paste them in. However, remember to update the rules accordingly.
Rules and Limitations
FCR, CSAT, and NPS questions:
- These are predefined in the sense that you can't edit their structure. In other words, you can't add or remove answer choices. You can, however, change the text for the questions and answers.
- 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.
General rules and limitations
- Survey questions have a limit of 256 characters for the survey question.
- Survey questions cannot be changed from one interaction type to another.
Tip: This article from LivePerson provides some best practices for writing effective survey questions.
Close the dialog properly
It is very important that you close the dialog properly. The final interaction in your dialog must have a "Next Action" of "Close Dialog."
Important: You must choose "Close Dialog" instead of "Close Conversation." If you use "Close Conversation" the post-conversation survey will not be triggered properly.
Step 3: Deploy the Bot
You don't have to manually deploy this post-conversation survey bot. Any bots created with the Survey Bot template are automatically deployed, using a shared agent connector. Therefore, the steps in the Deploy a Bot article do not apply to this bot. If you've assigned it to a skill, it should be ready to go! It will be immediately active and able to receive conversations.
Important: In order for this to work, you must have this feature (Survey Bots) enabled for your organization.
Troubleshooting - if the bot does not deploy
If the survey bot does not get triggered after the initial deployment, try a redeployment of the connector.
- In the Engagement Portal, go to Automate > Conversation Builder > Bot Status.
- Go to the Bot Agents tab and then select the PCS Connector. Click on the Three Dots Menu then click on Redeploy Connector.
Step 4: Trigger the Bot
In order to trigger the survey bot, start a conversation on the account and skill on which you’ve defined the survey. Then 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 in Dynamics.