Add Feedback Ability
There are two levels of feedback that you can add to your application/bot that will allow users to give feedback.
Thumbs Up/Thumbs Down Response
Add Context to Not Helpful (Thumbs Down) Response
You can add the Thumbs Up/Thumbs Down feedback to other bots by clicking the pencil (edit) icon in the bot Details window and then selecting the Not Helpful Feedback checkbox in the General tab of the bot Configuration wizard.
The analytics for these Feedback options will show up as Unresolved Requests by Type on the Requests tab of the Pre-Built Analytics window.
Feedback Comment Column
The Requests tab of the Pre-Built Analytics window now includes a Feedback Comment column.
The Feedback Comment column allows you to see the feedback comments for unresolved requests (where the bot user has entered a Thumbs Down response), without clicking on each request to see feedback on the Request Details page.
To see the Feedback Comment column: 1. Navigate to the Analytics >Pre-Built Analytics >Requests tab. 2. Click on Not Helpful Rate to get to the Unresolved Requests view. 3. Filter by Resolution Type and select Not Helpful - Something Else. 4. In the filtered view, click the ellipsis icon (3 dots) to Add/Remove Columns. 5. Add the Feedback Comment column.
Not Helpful Settings
After your bot is up and running, you can view specifics about each request in the Requests window of the Aisera Admin UI.
You can optimize and train your bot by modifying the fulfillment choices available to your bot to address issues that are unsolved.
Choose a request in the list that has a Resolution value of Unsolved. The Request Details window has the option to show or hide Not Helpful options for the Resolution Type.
In previous releases, the Not Helpful options were only configurable at the tenant level. Now you can configure these options at the bot level, so you can now use this option for some bots and not others.
More Context Available for Thumbs Down Feedback
In previous releases, when a bot user gave Thumbs Down feedback for a bot Response, they could only give context for the thumbs feedback if they chose the Something Else button as the reason. If any other reason was selected, then the bot would proceed to an escalation flow.
You can now add context when you select any of the following options as the reason for the Thumbs Down response:
Completely Inaccurate
Missing Relevant Information
Difficult to Follow
Something Else
See also: Conversation Resolution Analytics.
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