Provide Service Center and Help Desk surveys via conversational AI agents
With Generative AI enabled for the Redwood Service Center, Service Center and Help Desk administrators can collect end user feedback on closure of a Service Request, Internal Service Request or Help Desk Service Request. With this feature configured, a survey runtime agent can be added to any conversational agent UI. The Survey Runtime Agent Team fetches Survey questions, presents them to users one-by-one, gathers their responses interactively and handles the survey submission process.
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
This feature requires at least one survey to have been created for the object surveyed. For example, to launch a survey on close of an Internal Service Request, at least one survey must be associated with the Internal Service Request object. See feature Rapidly create Service Center and Help Desk surveys for guidance on creating surveys.
Within AI Agent Studio, search for Survey Runtime Agent Team and then 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
Testing and running the survey runtime agent team from within Agent Studio
The agent team can be added to any page displaying a conversational agent UI, with the following input parameters:
Input parameters for survey runtime
| Parameter | Description | Manadatory |
|---|---|---|
| SurveyId | Unique identifier of the survey to be taken. | Yes |
| SurveyRequestId | Identifier for the specific survey request. | Only required if ObjectId/ObjectTypeCd/PartyId are not present |
| ObjectId | Identifier of the object associated with the survey (e.g., Service Request ID). | Only required if SurveyRequestId is not present |
| ObjectTypeCd | Type of the object associated with the survey (e.g., type code for Service Request) | Only required if SurveyRequestId is not present |
| PartyId | Identifier for the contact (person) receiving the survey. | Only required if SurveyRequestId is not present |
Note the "ObjectTypeCd" input parameter should match the ObjectTypeCd" of the SurveyId, else the Survey submission will fail.
Invoking the survey runtime team from Visual Builder UIs
To use this agent template from VBCS interfaces, you will need to make some modifcations to the template;
- Remove all agent input variables
- Remove all reference of input variables from the agent prompt
- Invoke the agent by passing the input parameters as the context object.
Tip: Utilize workflow automation to email a deeplink to the page embedding your survey to the primary contact on close of their service request.