Is there a way to summarize the customers responses to reply buttons (For Support Team purposes and review)? | Community
Skip to main content
Answered

Is there a way to summarize the customers responses to reply buttons (For Support Team purposes and review)?

  • September 14, 2021
  • 3 replies
  • 129 views
J

I am creating a somewhat lengthy custom bot. Throughout the course of the conversation the user/client would be selecting 5-10 reply buttons and 3-4 customer replies.

 

Is there a way or an application that summarizes those selections or any client comments at the end of the conversation? Right now I have to scroll manually through all of the selections to understand the core issue.

 

I could use the Conversation data points, but that doesn't work with the customer replies... just the text reply buttons.

Best answer by Kevin Bendixen

That's an interesting question. Never really tried custom bots.

 

What insights do you think a summary would give you? In my experience, especially with text answers, a summary is not super helpful.

3 replies

Eric Fitz
Employee
Forum|alt.badge.img+5
  • Eric FitzEmployee
  • Employee
  • September 17, 2021

Hey @kevin b​, do you have any insight to share here? How would your team typically summarise bot responses when required?

Kevin Bendixen
Top Expert ✨
Forum|alt.badge.img+5
  • Kevin Bendixen
  • Top Expert
  • Answer
  • September 17, 2021

That's an interesting question. Never really tried custom bots.

 

What insights do you think a summary would give you? In my experience, especially with text answers, a summary is not super helpful.

J
  • Jon T11
  • Author
  • New Participant
  • September 17, 2021

It would save myself and the our Support Team from having to scroll through a lengthy conversation. I could add a "data point" field and have the customer fill them in so that they appear in the conversation history, but a downside is that the data field is not easily visible if you include several words. From a support team standpoint, the less time we are scrolling and isolating the problem, the better.

 

Due to the bot and all of the questions I am asking, it would be difficult to manage over all.

 

Slack's Intercom integration has the closest thing to what I am imagining. The Conversation log includes all of the customer's comments in one place (and removes the bots questions)Screen Shot 2021-09-17 at 7.42.52 AMSo I am going to assume there isn't a short term solution but this would be helpful for our Support Team. I think even if you could mark a response (manually within the chat bot) to be saved and displayed within the Inbox at the end of the conversation, would be helpful.

Terms & ConditionsAccessibility statement