Smarter AI Starts Here: Track Feedback and Improve Responses

Use guest insights to fine-tune your AI and deliver more meaningful responses

Why AI Feedback Matters

With AI handling more guest interactions than ever, it’s critical to know what’s working—and what isn’t. The AI Feedback system gives Admins and Managers a clear line of sight into guest sentiment and AI performance.

Real-Time Feedback Collection

Guests can now rate AI responses using thumbs-up/down during live chats. Ratings are stored with full session context, enabling faster follow-up, trend detection, and response refinement.

Inline rating in Microsoft Teams
Seamless redirect to a dedicated feedback form in the Web Client
Automated workflow trigger when feedback is submitted

AI Feedback Entries

Browse all guest-submitted feedback in one place with full session context. See timestamps, assigned agents, guest roles, and feedback ratings to quickly understand what worked—or what didn’t.

This page gives Managers and Admins a detailed, chronological view of real interactions, helping them pinpoint issues and success stories at a glance.

Search AI Feedback

Looking for something specific? Use powerful filters to narrow down feedback by date range, rating type, or feedback categories.

Whether you're investigating negative trends or validating recent improvements, the Search AI Feedback page makes it easy to focus on exactly what matters—and act on it fast.

The AI Dashboard: Insight at a Glance

The AI Dashboard provides a visual overview of:

Total feedback volume
Trends in positive vs. negative ratings
Distribution of feedback across teams or services

Spot issues early. Track improvements over time. Make data-informed decisions—all in one place.

Built-In Reports for Deeper Analysis

Complement the dashboard with specialized reports like Chats with AI Feedback Ratings, Chats with Positive AI Feedback Ratings, and Chats with Negative AI Feedback Ratings. These reports help managers zoom in on problem patterns and measure progress across different support tiers or guest roles.

Chats with AI Feedback Ratings - Square-2

Chats with AI Feedback Ratings
View all AI-rated interactions in one place, complete with timestamps, guest details, and overall sentiment tracking.

Chats with Positive AI Feedback Ratings - Square-2

Chats with Positive AI Feedback Ratings
See which AI responses earned a thumbs-up from guests to identify what’s working well across your support experience.

Chats with Negative AI Feedback Ratings - Square-2

Chats with Negative AI Feedback Ratings
Quickly pinpoint underperforming AI replies with a focused view of all chats that received thumbs-down feedback.

From Feedback to Fixes

Diagnose – Use the feedback entry to understand what went wrong.
Refine – Update or expand your Custom FAQ content.
Test – Use the Test AI Prompts page to simulate guest questions and preview responses.
Deploy – See the improved answer in production—backed by data, not guesswork.

This closed-loop process lets Managers and Admins continuously evolve their AI support strategy, cut down on repeat issues, and enhance guest satisfaction.

Smarter AI, Happier Employees

With AI Feedback and optimization tools working hand-in-hand, your team can:

Resolve AI confusion before it spreads

Quickly identify low-rated responses and adjust answers before they impact more users.

Create better training data from real guest input

Use actual feedback to guide updates to your AI content, FAQs, and response logic.

Close the gap between what guests ask and what AI delivers

Ensure AI understands intent and provides answers that align with real user needs.