Question

Survey questions in Pega Chat

Looking for recommendations to implement a survey to ask a set of standard questions on wrap up of a Chat Interaction.

The use case we are trying to solve involves a customer chatting with CSR via Pega Chat. A standard set of questions need to posed to the customer in all the channels of interaction. Is there an out-of-the-box or configurable way to push survey questions or a link to the survery in the chat window on/after the interaction wrap up?

Will appreciate any recommendations.

***Edited by Moderator Marissa to update platform capability tags****

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Pega
November 6, 2019 - 10:50am

Hi Vivek, my first question is what version of Pega CS are you using? There is no OOTB way to push survey questions or links. But, we can certainly make some suggestions on how it can be achieved. There is OOTB way to send an email survey using Directed Web Access type URL, but that does not go into the Chat. 

Another way is that the CSR can use the Page Push feature to redirect the customer to a survey page is one way. But, that may be disruptive as it will take them away from the page that they were on. 

thanks

November 6, 2019 - 12:55pm
Response to Amit_Patel

Hi Amit,

Thanks for your response. The CS version we are using is 8.3

We will be using DWA for sending Survey email for email channel. The current chat product the customer uses allows them to capture the survey response in the chat window itself. Its a short survey and is very effective in using the respondent's attention to grab their response while the interaction is still fresh in their memory.

Can an auto Page Push be done on wrap up of chat interaction which pushes a link to the DWA page in teh same chat window? We can use the same DWA page as the email channel to get their response.

Vivek

November 7, 2019 - 3:04pm
Response to Amit_Patel

One of the options we are researching is to transfer the chat to Web chatbot when CSR wraps up the interaction. Thought is to have the bot ask the survey questions and then wrap up the conversation. Is there is an OOTB option to transfer the chat back to the bot from CSR? I can my team try implementing this approach but would certainly value your opinion about the feasibility