Surveys allow you to gather customer satisfaction (CSAT) feedback following interactions with Virtual Agents or Generative Agents. 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.
- These surveys are triggered only at the end of Virtual Agent interactions.
-
Generative Agent Surveys: Collect feedback after interactions with AI-powered Generative Agents.
- These surveys are triggered only at the end of Generative Agent interactions, not when escalating from Virtual Agent to Generative Agent, to avoid redundant feedback collection.
Setting up Surveys
Each survey type has a different setup process:
Virtual Agent Surveys
Generative Agent Surveys
Virtual Agent surveys must be configured and are then triggered 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.Virtual Agent surveys are disabled by default and 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.
Generative Agent surveys must be configured and are then triggered at the end of the Generative Agent interaction when GenerativeAgent returns control to VirtualAgent with a specific system transfer.Enable Generative Agent Surveys
Work with your ASAPP account team to enable Generative Agent surveys for your organization.Generative Agent surveys are disabled by default and require ASAPP assistance to enable.
Create Survey Intent
Create an intent that maps to a flow that opens the Generative Agent 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 Generative Agent Tasks
Add the system transfer function to relevant Generative Agent 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 the 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.
Results from external surveys are integrated 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
Survey results are automatically stored and viewable in Conversation Manager.
Results are not available in Conversation Manager for third-party surveys.
Next Steps
