Value Enhancement Score Followup Survey Aftewr CSAT Score

Question

Hello Community!Hopefully someone can advise on how to solve this.I have asked Fin AI and there is also a human support agent looking into this, so it seems like it is not a simple thisng to set up?So the main challenge I want to solve is as follows: I would like to add an additional question/-s - e.g a Value Enhancment Score survey after a customer has rated a chat, either Teammate or Fin AI solved, as 4 or 5, or any rating for that matter, I have not decided yet. So far I have uderstood that for this I will need to set up a separate Survey in Fin, with the questions I want to ask for the VES, and then Fin AI suggested that this can be triggered by adding some actions to our exisitng Human and AI chat worklflows. Fin recommended to build a Reusable worklflow that we can add to the existing chat and email worklflows. I have set up the survey, and also built a potential Reusable workflow we could use (or maybe we can adjust the exisitng workflows), but for the life of me I am not able to figure out how to trigger the Survey from the Reusable Workflow (or any workflow for that matter), as there are no actions in Workflows for e.g. Send Survey. I am not able to find any Trigger or specific Audience rules or similar I can use in the Survey to set this off, either.Has anyone had a similar challenge and could advise?Thank you in advance for your help!Kristine MarhilevicaArdoq AS

Adam Warden · Accepted Answer

Hi Kristine!Unfortunately, it wouldn’t be possible to send a different survey within the same chat. What is possible is tagging a user after they left a conversation rating,for example, and creatingan audience rule with these tags in the survey so it gets sent to them shortly after. I attached an example of what that might look like in the survey’s trigger rulesbelow:Surveys aren’t sent in conversations so for this reason it probably doesn’t give you an option to add it to the workflow.Please let me know if I understood your question correctly and if my explanation made sense. Happy to provide further details if needed.Hope this helps!

Kristine M12 · Answer

Thank you, Adam!This is a very good suggestion.I have also been thinking about adding the two Value Enhancement Score questions as Collect data action right after a customer has given a CSAT score. This would then also give us an option to set the asnwers as Conversation data attributes and connect VES score to the actual conversation. What do you think of this solution?Thank you in advance for your advice!Best regards,Kristine

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