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Version: 3.2.x

Feedback

Overview​

The Feedback feature in Optave Assistant helps maintain exceptional standards in customer communications through automated evaluation and feedback mechanisms.

Feedback Metrics​

The Feedback component displays comprehensive feedback metrics evaluated through various criteria:

  • Quality Label: Indicates overall performance, derived from the aggregated score (ranges: Very Poor, Poor, Good, Very Good, Exceptional).
  • Overall Score: Dynamically calculated score out of 10.
  • Communication: Assesses clarity in conveying information.
  • Effectiveness: Measures the accuracy and impact of the response.
  • Responsiveness: Evaluates speed and engagement during interactions.
  • Expertise: Assesses depth of knowledge and solution quality.
  • Adaptability: Measures the ability to adjust the approach in different scenarios.
  • Accountability: Evaluates ownership and responsibility in responses.
  • Empathy: Gauges understanding and sharing of customer sentiments.
  • Friendliness: Assesses approachability and cordiality.

feedback

Operator Feedback​

Optave Assistant incorporates robust feedback mechanisms:

  • Detailed feedback options for specific improvement suggestions
  • Ability to highlight particularly effective or problematic sections
  • Integration of operator expertise into the machine learning process
  • Personalized AI tuning based on individual operator preferences

Benefits​

  • Operator Development: Provide feedback to help operators improve their skills
  • Risk Mitigation: Identify and address potential issues before they reach customers
  • Performance Insights: Gain visibility into communication quality across teams
  • Customer Satisfaction: Deliver responses that effectively address customer needs