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I need to capture customer feedback for each output generated by the assistant, but the feedback should be optional.

  • 1.  I need to capture customer feedback for each output generated by the assistant, but the feedback should be optional.

    Posted Sun December 22, 2024 08:24 AM
    I need to capture customer feedback for each output generated by the assistant, but the feedback should be optional.
     
    Currently, when I use the "Define customer response" action, I can set options like thumbs up/thumbs down for feedback. However, the system requires customers to provide feedback before they can proceed with their next question, which can be inconvenient for them.
     
    Is there a way to make the feedback truly optional, so users can choose to provide it or skip it without any restrictions?
     
    Thank you for your assistance!


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    Ton Hoang
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  • 2.  RE: I need to capture customer feedback for each output generated by the assistant, but the feedback should be optional.

    Posted Mon January 06, 2025 09:14 AM

    I use that option with the thumbs up/down, but it's not mandatory, you can just ignore the icons. How did you configure the Action?



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    Nikola Malesic
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    Original Message


  • 3.  RE: I need to capture customer feedback for each output generated by the assistant, but the feedback should be optional.

    Posted 26 days ago

    Hi Ton.

    Yes! You can make the feedback truly optional by modifying the flow of your assistant. Instead of using the 'Define customer response' action, consider implementing a separate, non-blocking feedback mechanism.

    One approach is to present the thumbs up/thumbs down options as quick replies or buttons, but without forcing a selection. If you're using Watsonx Assistant, you can configure a follow-up message with feedback options and allow users to skip it by simply continuing the conversation.

    Another option is to log implicit feedback by analyzing user behavior-such as whether they rephrase their question or end the conversation after receiving a response.



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    Luis Angel Almendarez
    Watsonx Assistant Mannger
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    Original Message


  • 4.  RE: I need to capture customer feedback for each output generated by the assistant, but the feedback should be optional.

    Posted 23 days ago

    Hi Ton hope you are doing well!
    To make feedback optional, you need to adjust the system settings to allow users to continue without submitting a response. Instead of enforcing mandatory feedback, you can introduce a "Skip" button or allow users to proceed automatically if no feedback is given. This approach improves user experience.



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    layn breath
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    Original Message