Rapidly create Service Center and Help Desk surveys

With Generative AI enabled for the Redwood Service Center, Service Center and Help Desk administrators can quickly create and update surveys that collect end user feedback. With this feature configured, a survey authoring agent can be used to create or update surveys from a conversational model through the agent chat experience. Survey data is saved to the Survey Framework. 

Using a survey to collect feedback on the closure of a Service Request, Internal Service Request or Help Desk Service Request enables organizations to assess customer satisfaction, identify areas for improvement, and enhance the overall quality of their support services.

Steps to Enable and Configure

To use this feature: 

• Enable survey functionality following the steps here: https://docs.oracle.com/en/cloud/saas/fusion-service/fairs/enable-surveys-in-fusion-service.html  
• Then, within AI agent studio search for Survey Authoring Agent Team and copy the template to create your own draft survey authoring agent team.

You will now be able to test the agent team and publish once you are happy with the behavior. 

Tips And Considerations

Creating a new survey

Start the agent conversation by asking to "Create a Survey". The agent will then prompt for the survey type

• Service Request (only shown for users with access to ORA_SVC_CRM stripe)
• Internal Service Request (only shown for users with access to ORA_SVC_ISR stripe)
• HR Help Desk Request (only shown for users with access to ORA_SVC_HRHD stripe)

Choose the type that corresponds to the object that the survey will be about. For example, if the survey will be displayed on closure of an Internal Service Request, type Internal Service Request. 

The agent will then prompt you to describe the survey or provide a survey topic. For example you could type "Satisfaction survey on closure of an internal service request". You can also suggest the number and type of questions you would like. Once you have provided the details, the agent will generate a draft survey for you. 

You can then request changes to the draft survey. For example "Delete all questions after question 3" or "Reword question 2 to be more succinct" or "Make question 4 multiple choice with the options: Yes, No, Maybe".

Once you are comfortable with the survey questions and reponses, instruct the agent to create the survey. For example; "That looks good, please go ahead and create the survey".  The agent will then attempt to save the survey data to the Survey Integration Framework.

Once saved, the agent will display the Survey ID, Survey Number, and Survey Title of the survey created.

Editing an existing survey

Start the agent conversation by asking to "Update a Survey". The agent will then ask you to provide the survey title or a survey id to update. If you do not know the survey id, you can provide a description of the survey. The agent will then list some matching surveys to select from. Type the survey ID to begin editing that survey. 

You can then request changes to the survey. For example "Delete all questions after question 3" or "Reword question 2 to be more succinct" or "Make question 4 multiple choice with the options: Yes, No, Maybe".

Once you are comfortable with the survey questions and reponses, instruct the agent to update the survey. For example; "That looks good, please go ahead and update the survey".  The agent will then attempt to update the survey data in the Survey Integration Framework.

Once saved, the agent will display confirmation.