Answered

Darshan Hiranandani : Is it feasible to create a CSAT system for assessing customer satisfaction with our bots?

  • 19 March 2024
  • 2 replies
  • 24 views

Hii, I’m Darshan Hiranandani, Does anyone know if there's any possibility of creating a CSAT for bots? Just like we want to measure customer satisfaction in conversations with humans, we'd like to gauge the satisfaction of our customers with our bots. In addition to having metrics that, more or less, give us an overview, we really would like users to rate the bot.

icon

Best answer by Ebenezer.Laleye 27 March 2024, 12:18

View original

2 replies

Userlevel 3
Badge +4

Hi @darshanhiranandani ! Ebenezer here from Engineering Support👋.

To enable CSAT for Fin, you have two options:

1. From within a Workflow (Recommended):
- Create a path in a new or existing Workflow and select the "Let Fin answer" step.
- Click on the step, and a side panel will appear where you can toggle on the option to send a Fin CSAT.

2. From within a Fin profile:
- Enable Fin CSAT from a new Fin profile (or edit an existing profile), and switch on the toggle under "How Fin should behave".
- To send Fin CSAT once a conversation is passed to human support, configure this in "How Fin should hand over". From a path, add the CSAT action “Ask for conversation rating". This can be added at any point of the handover.

Note: Fin CSAT is not available on email or third-party channels (WhatsApp, Instagram, etc.).

Hi @darshanhiranandani 

You can measure Chatbot CSAT now! We just released an update last week and you can read the Help Article here:

https://www.intercom.com/help/en/articles/9439256-chatbot-csat

Give this a try and let me know how you get on 😁

Reply