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Omnichannel for Customer Service Voice Channel Surveys

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#bot

#customerservice

#microsoftomnichannel

#post-callsurveys

#voicechannel

Dynamics 365 Customer Service

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Dec 19, 2023

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AI Summary

  • The article discusses how to configure post-call surveys on the voice channel within Microsoft's Omnichannel for Customer Service.
  • There are three scenarios for conducting post-call surveys: automatic-implicit, automatic-explicit, and agent-initiated.
  • The steps involved in configuring surveys include creating a post-call survey bot, connecting the bot to Omnichannel, enabling post-call surveys in channel settings, and optionally amending the IVR bot and configuring human-initiated surveys.
  • To create a post-call survey bot, a voice-enabled bot that is connected to Omnichannel for Customer Service needs to be created.
  • The bot can be connected to Omnichannel by using the "Agent transfers" option and selecting "Dynamics 365 Customer Service."
  • Post-call surveys can be enabled in channel settings by selecting the desired survey bot.
  • If using the "Automatic-explicit" approach, the IVR bot can be amended to ask the customer if they are willing to complete a survey at the end of the call.
  • Human-initiated surveys can be configured by creating an advanced queue and transferring customers to the queue to trigger the survey.
  • Survey responses can be viewed using the analytics option on the bot, and it is possible to write the data back into Dataverse for further analysis and reporting.
  • Sentiment alerts can be configured for supervisors, but it is important to note that negative responses in the survey may trigger alerts, even if they are not actionable in real-time.

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