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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 Thu January 30, 2025 03:16 PM

    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 Mon February 03, 2025 09:28 AM

    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


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