Capture User Feedback

Owned by Enterprise IT
Oct 14, 2024
3 min read

Overview

Capturing feedback from end users is essential for continuously improving the quality and effectiveness of Digital Agent interactions. Digital Agent allows to collect user feedback at key interaction points, such as after creating Service Requests or Incidents and after conversation with a Live Agent.

Incorporating feedback capture points into Digital Agent’s conversation flow is a powerful strategy for enhancing user experience and service quality. This feedback flow is implemented across all communication channels, including MS Teams, Webchat, and Slack, ensuring a consistent user experience irrespective of the platform or multi-tenant environment. The core functionality revolves around capturing user feedback through a structured questionnaire, designed to gauge user satisfaction with response options ranging from 'Poor' to 'Excellent’.

User persona: End user

Benefits

  • Enhanced User Experience: By understanding user pain points and preferences, the chatbot can be refined to offer a smoother, more intuitive user experience.

  • Improved Efficiency: Feedback on incidents and service request processes can highlight inefficiencies or areas for streamlining, leading to faster and more effective resolutions.

  • Higher Satisfaction Rates: Monitoring and acting on feedback regarding human agent interactions can ensure that users receive high-quality support, thus increasing overall satisfaction and trust in the service.

  • Data-Driven Decision Making: Aggregated feedback data provides a robust foundation for making informed decisions on chatbot development and customer service strategies.

Capture User Feedback

Digital Agent displays the feedback question to the end users in the following scenarios:

  • After Incident creation

  • After Service Request creation

  • After Live Agent interaction

  • From an utterance provided by the user where they want to provide feedback

Refer the following use case where the user provides an input to Digital Agent to provide feedback:

  1. User provides an input to provide feedback. Refer the following screenshot:

    image-20241005-160302.png

    Figure: Feedback input

  2. If the user selects Good or Excellent, then Digital Agent displays the following message shown in the screenshot:

    image-20241005-160603.png

    Figure: Message after feedback

  3. If the user selects Poor, then Digital Agent asks one more question to the user to know more in detail about their experience. Refer the following screenshot:

    Figure: Options after Poor option

  4. Users can select multiple options from the dropdown menu. Refer the following screenshot:

    Figure: Feedback options

    Figure: Multiple feedback option selection

  5. Click Submit.

  6. If the users select Others and clicks Submit, then Digital Agent asks to elaborate or specify the reason. Refer the following screenshot:

    Figure: Others – option selected

  7. End user provides additional inputs about their bad experience.

  8. Digital Agent then displays the following message:

    Figure: Feedback submission message