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About the Agent
The Feedback Collection Agent automates the collection and categorization of customer feedback from multiple communication channels, such as emails, chat interactions, and surveys. Using GenAI, this agent analyzes feedback for sentiment and categorizes it into predefined topics, such as product quality or service issues. This organized feedback helps the utility team understand customer needs better and prioritize improvements to enhance overall customer satisfaction and service quality.
The agent seamlessly integrates with existing CRM systems, customer support platforms, and communication tools, ensuring that feedback flows directly from multiple sources into a unified system. This integration streamlines the feedback process and allows teams to access insights without disrupting their current workflows. Additionally, the agent supports a human feedback loop, allowing team members to provide input on the categorization and sentiment analysis results. By incorporating human input, the agent continuously learns and adapts, improving its accuracy over time and aligning more closely with the specific nuances of customer interactions. This blend of automation and human oversight ensures a robust feedback system that is efficient and responsive to evolving customer needs.
Accuracy
TBD
Speed
TBD
Input Data Set
Sample of data set required for Feedback Collection Agent:
| Feedback Id | Customer Id | Date | Channel | Feedback Text | Sentiment Score |
|---|---|---|---|---|---|
| FB1001 | CUST543 | 2024-03-01 | The product quality is great, but customer service was unresponsive when I reached out. | 0.3 | |
| FB1002 | CUST544 | 2024-03-02 | chat | Loved the features, but setting up was difficult, and app performance is slow. | 0.5 |
| FB1003 | CUST545 | 2024-03-03 | survey | Excellent delivery speed, but the packaging was flimsy and got damaged. | 0.6 |
| FB1004 | CUST546 | 2024-03-04 | mobile_app | The product works well, but the app interface is confusing and sometimes crashes. | -0.2 |
| FB1005 | CUST547 | 2024-03-05 | in-store | Staff were helpful and the product is good, but billing took too long. | 0.7 |
| FB1006 | CUST548 | 2024-03-06 | social_media | Happy with the purchase, but the website is hard to navigate and slow to load. | 0.4 |
| FB1007 | CUST549 | 2024-03-07 | Would love to see more sustainable materials used in packaging. | 0.6 | |
| FB1008 | CUST550 | 2024-03-08 | chat | Customer support was helpful but follow-up was delayed, causing frustration. | -0.1 |
| FB1009 | CUST551 | 2024-03-09 | mobile_app | Smooth purchase experience, but the app showed the wrong delivery status. | 0.2 |
| FB1010 | CUST552 | 2024-03-10 | Satisfied with the product quality, but shipping was delayed and tracking was inaccurate. | 0.3 |
Feedback Categorization Guide
This document provides a guide for categorizing complex, multi-dimensional customer feedback into predefined categories, including compound and mixed-feedback scenarios.
Feedback Categories
- Product Quality: Focuses on tangible aspects of the product, such as durability, material, or design.
- Service Issues: Addresses customer service responsiveness, billing processes, and in-store experience.
- Product Usability Issues: Highlights functional or operational difficulties with the product, including setup challenges and feature limitations.
- Website/App Functionality: Pertains to technical aspects of digital platforms, such as speed, reliability, and ease of navigation.
- Shipping and Delivery: Involves delivery speed, tracking accuracy, and packaging conditions.
- Sustainability Concerns: Feedback on the company’s sustainability practices, eco-friendly packaging, and materials.
Mixed Sentiment Guidelines
- Positive-Negative Mix: Feedback may include both positive and negative sentiment in one entry. Example: “Product quality is great, but service was unresponsive.”
- Score Adjustments: When mixed sentiments are present, sentiment scores should represent the predominant sentiment but also account for opposing tones.
Deliverable Example
Sample output delivered by the Feedback Collection Agent:
| Feedback ID | Customer ID | Channel | Sentiment Score | Feedback | Feedback Category | Sentiment Analysis |
|---|---|---|---|---|---|---|
| FB1010 | CUST552 | 0.3 | Satisfied with the product quality, but shipping was delayed and tracking was inaccurate. | Product Quality | Positive | |
| FB1003 | CUST545 | survey | 0.6 | Excellent delivery speed, but the packaging was flimsy and got damaged. | Product Quality | Positive |
| FB1001 | CUST543 | 0.3 | The product quality is great, but customer service was unresponsive when I reached out. | Service Issues | Positive | |
| FB1008 | CUST550 | chat | -0.1 | Customer support was helpful but follow-up was delayed, causing frustration. | Service Issues | Negative |
| FB1002 | CUST544 | chat | 0.5 | Loved the features, but setting up was difficult, and app performance is slow. | Product Usability Issues | Positive |
| FB1004 | CUST546 | mobile_app | -0.2 | The product works well, but the app interface is confusing and sometimes crashes. | Product Usability Issues | Negative |
| FB1006 | CUST548 | social_media | 0.4 | Happy with the purchase, but the website is hard to navigate and slow to load. | Website/App Functionality | Positive |
| FB1009 | CUST551 | mobile_app | 0.2 | Smooth purchase experience, but the app showed the wrong delivery status. | Website/App Functionality | Positive |
| FB1007 | CUST549 | 0.6 | Would love to see more sustainable materials used in packaging. | Sustainability Concerns | Positive |
