Surveys allow you to gather customer satisfaction (CSAT) feedback following interactions with Virtual Agents or GenerativeAgents. This feature helps you evaluate and improve your support quality by capturing structured feedback directly from customers.
With surveys, you can:
- Capture structured feedback on agent and AI interactions
- Use survey data for reporting and automation optimization
- Reduce manual feedback collection or disjointed tools
- Improve CSAT without disrupting the user experience
Survey Types
ASAPP supports three types of surveys:
-
Virtual Agent Surveys: Collect feedback after interactions with automated Virtual Agent flows.
- The system triggers these surveys only at the end of Virtual Agent interactions.
-
GenerativeAgent Surveys: Collect feedback after interactions with AI-powered GenerativeAgents.
- The system triggers these surveys only at the end of GenerativeAgent interactions, not when escalating from Virtual Agent to GenerativeAgent, to avoid redundant feedback collection.
Setting up Surveys
Each survey type has a different setup process:
Virtual Agent Surveys
GenerativeAgent Surveys
Virtual Agent surveys require configuration and the system then triggers them at the end of the Virtual Agent interaction when the final flow ends with SRS options and the customer selects the positive outcome.Enable Virtual Agent Surveys
Work with your ASAPP account team to enable Virtual Agent surveys for your organization.The system disables Virtual Agent surveys by default and they require ASAPP assistance to enable.
Customize Form
Once enabled, you can edit the survey form which determines what information is collected from the customer.
- Navigate to Company Resources > Library > Forms
- Select Virtual AgentFeedback Survey Form
- Modify the form according to your business needs
- Save the form
Customize Survey Settings
Once the form is created, you can customize the survey settings.
- Navigate to VirtualAgent > Core Dialog
- Select “VirtualAgentCSATSurveyFlow”
- Modify the settings according to your business needs
- Save and deploy the settings
Test the Survey
Once the survey is enabled and configured, you can test it by walking through a flow that ends with SRS options. Preview the flow, follow through the flow, and select the positive outcome.The survey should appear at the end of the flow.
GenerativeAgent surveys require configuration and the system then triggers them at the end of the GenerativeAgent interaction when GenerativeAgent returns control to VirtualAgent with a specific system transfer.Enable GenerativeAgent Surveys
Work with your ASAPP account team to enable GenerativeAgent surveys for your organization.The system disables GenerativeAgent surveys by default and they require ASAPP assistance to enable.
Create Survey Intent
Create an intent that maps to a flow that opens the GenerativeAgent survey form.
- Navigate to VirtualAgent > Intents
- Create a new intent (e.g., “survey_feedback”)
- Map this intent to a flow that opens the survey form
- Save the intent configuration
Create System Transfer Function
Create or modify a system transfer function to return a key/value pair for survey triggering.
- Navigate to GenerativeAgent > Functions
- Create or modify a system transfer function
- Configure the function to return in the output variables:
- Key:
external_intent
- Value: The intent name you created in the previous step
- Save the function configuration
Modify GenerativeAgent Tasks
Add the system transfer function to relevant GenerativeAgent tasks to enable survey triggering.
Test the Survey
Once the survey is enabled and configured, you can test it by walking through a flow that engages GenerativeAgent and follow the conversation to trigger the return of control to VirtualAgent.The survey should appear after GenerativeAgent returns control to VirtualAgent.
Third-Party Survey Support
You can use third-party survey providers to collect feedback from your customers, such as Qualtrics. This results in displaying a survey link for the user to click into the third-party survey tool.
The system integrates results from external surveys into your reporting.
To use a third-party survey provider, work with your ASAPP account team to configure the survey settings to display the survey link.
Survey Results and Reporting
The system automatically stores survey results and makes them viewable in Conversation Manager.
Conversation Manager does not provide results for third-party surveys.
Next Steps
