Manufacturing
Logistics
HR
Real Estate
Legal
Finance
Healthcare
IT
Hospitality
Automotive
Explore ZBrain Platform
Tour ZBrain to see how it enhances legal practice, from document management to complex workflow automation. ZBrain solutions, such as legal AI agents, boost productivity.
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 utilities team understand customer needs better and prioritize improvements to enhance overall customer satisfaction and service quality.
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 - Enhanced Complexity
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.
This complex categorization allows the agent to parse multi-dimensional feedback accurately and align it with both functional and experiential company improvements.
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 |
