Configure a post-call survey
Post-call surveys help measure customer satisfaction in the contact center. Surveys are also an incentive for representatives to provide high-quality service. You can configure the survey to take place immediately after the call so that customers can provide their feedback while the conversation is fresh on their minds.
You can obtain customer consent for post-call surveys as follows:
Automatic - implicit: These are typically used in voice scenarios. The copilot informs the customer about a post-call survey at the end of the call. After the representative disconnects, the call is automatically transferred to a post-call survey copilot.
Automatic - explicit: This asks the customer if they want to participate in a post-call survey. If the customer consents, the customer is automatically transferred to the post-call survey copilot at the end of the representative call. If the customer says no, the conversation ends when the copilot hangs up.
Representative-initiated: Towards the end of a call, the representative can ask the customer if they want to take a survey. If the customer says yes, the representative manually transfers the call to the survey copilot.
Create a survey copilot in Microsoft Copilot Studio
Depending on which type of customer consent you're looking to capture, messages or questions can be added in the Escalation topic to obtain a customer consent for a post-call survey.
Implicit survey
In this image, the copilot is informing the customer that they'll be transferred to a representative and after the representative disconnects, they'll be provided with a survey unless they disconnect.
Explicit survey
In this image, the copilot is asking the customer if they would be willing to participate in a survey after the call. The customer's response is being stored in Boolean value. This is used to determine the path the copilot follows.
Here we can see that if the customer did provide consent, they're transferred to the representative, and then are provided with a survey after the call. If they didn't provide consent, they're transferred to the representative.
Configure a survey copilot
You can add messages or questions to a Microsoft Copilot Studio copilot to create a post-call survey. A copilot greets the customer when the call routed to the survey queue is answered.
The screenshots here provide some examples of messages or questions configured in the Greetings topic for the copilot to greet the customer are as follows:
Enable post-call surveys
Before you can enable post call surveys, you need to ensure that your copilot is connected to your Dynamics 365 Customer Service instance as we outline in this module.
Once you connect your copilot to your customer service instance, you need to configure the handoff in the Customer Service admin center application. Open the workstream and then select Edit next to the pencil icon to modify the settings. Under Language, scroll to the bottom of the dialog, and then toggle Post-call survey to On. Once configured, when the representative disconnects, the customer is provided with a survey based on if they provide consent and remain online.
For representative-initiated feedback, the process is a little different. Since the survey is initiating the survey, you need to create a queue where the only representative is the survey bot user.
Once the call is transferred to the survey queue. The copilot initializes and provides the customer with the survey.
View survey results
As customers begin to interact with your bot, you can view the survey results directly from the published Power Virtual Agent bot, by going to the Analytics > Sessions tab.
