Qualitative feedback is as important as quantitative feedback.
User Review section shows you the feedback that users give at the end of their conversations with the IVA. Reviews have the power to make or break a company’s credibility.
Reading negative feedback, you can use it to make changes to either the product, services or to the IVA design.
To improve the bots performace on the basis of language, you can select a language from the dropdown. Once you choose a language you can analyse the reviews provided by the user when they were conversing with the bot in the chosen language, i.e. when you select the language as Spanish from the dropdown, the reviews will be populated according to the ratings provided on the bot when the users were conversing in Spanish.
There are 3 filter options -
- Empty Reviews
You can choose to view the reviews on the basis of star ratings provided by the user.
Selecting All option will show you all the cumulative reviews along with the star ratings provided by the user.
This is helpful to understand the co-relation between reviews and star ratings.
You can also select to view reviews for selected star ratings.
If you have Bot + Human solution, where human agents are also handling user conversations, at the end of their conversation, users have the option to provide a feedback to the agents.
You can choose to view the reviews provided by the user to the agents or the bot or both.
If you select All option, the Recipient column will mention who was the recipient of the review.
If you want to remove empty reviews and just want to check conversations where user left some comments, you can do that by using the Empty Reviews toggle as shown below.
When you enable the toggle button, you will be able to check the ratings where users have not left any review.
Through the chat links provided, you can read the entire conversation, to better understand the context of the review.
This feature is especially powerful to identify IVA roadblocks and challenges and identify optimization opportunities based on first-hand customer feedback.