There are many different factors to consider when judging the success of your bot, but one of the most important ones is customer satisfaction, often referred to as CSAT. It is essential to understand if users are satisfied with their interactions with your bot.
To measure customer satisfaction, a satisfaction survey can be triggered directly in the chat conversation. The survey is related to the last executed skill or their last transfer to agent interaction. This provides insight into overall satisfaction with the bot as well as specific communications with agents and skills. Based on survey results, you can analyze which skills are working well and which skills need to be improved.
In general, surveying ITSM users is difficult as they do not want to spend the time to fill out an online form or reply to an email. Luma makes this much easier by asking users a single question with quick replies (buttons) directly in the chat conversation. This should yield much better response rates than a typical online survey.
An Administrator can view and edit the satisfaction survey details. To do so:
Select the toggle button to enable the satisfaction survey. After saving the survey, the satisfaction survey will be triggered to users after they execute the skills for the configured number of times in the above settings and complete the transfer to agent conversations.
An Administrator can view the satisfaction survey results on the bot dashboard only if the Enable Satisfaction Survey option is selected. |
An Administrator can edit the Response Values details. A higher value indicates a better experience. Display labels will be shown to the user from left to right for rich text channels and top to bottom for text only channels.
Any input that does not match a rating or synonym is considered a skipped or ignored survey response and triggers a new request. |
Once the user executes the configured number of skills or agent transfers in a chat channel, the satisfaction survey is triggered. User is prompted to share their feedback by replying to the quick reply options as shown below.
The user's response to the Survey is recorded and used to determine the Survey results for your bot. In case, user types a phrase other than the survey options, the user phrase is recognized as a new request and is processed as a new conversation.
An administrator can view and download the survey results if the Enable Satisfaction Survey option is enabled. To view the survey results, navigate to the bot dashboard. The Satisfaction Survey tiles appear as shown below, which consists of the skills average and the agent transfers.
Skills: This tile shows your customer skill satisfaction rating, the number of responses and the response rate during the selected time period.
Transfer to Agent: This tile depicts your agent chat satisfaction rating, the number of responses and the response rate during the selected time period.
Click to download the survey results in CSV format as shown below. This includes all skill and transfer to agent surveys including where the user ignored or skipped the survey.