Support for AI Agent Service Survey for Embedded Service Chat

In 26B we support service surveys that have been created with the Survey Authoring Agent for the end of chat flow.  Configure your survey with Fusion AI Agent Studio and embed it in your chat experience.  

When a chat in Embedded Service is disconnected it is now possible to display a simple survey to rate the chat interaction. 
Disconnect can be initiated by the end-user (clicking X), the human support representative (from UI), an AI Agent (triggered from an AI Studio Workflow) or the widget timeout. 

Survey data collected is associated with the chat interaction and stored in the Fusion survey tables.  This first release will support surveys for authenticated users only. 

Survey capability is native to Fusion Service which allows you to measure user sentiment and customer satisfaction on the overall chat experience.

  • Measure Voice of the Customer: Collect user sentiment and customer satisfaction on the chat experience as a whole. 
  • AI generated surveys: Easy authoring with an out-of-the-box AI agent template.
  • Fusion Survey Framework: Survey capability and analytics are native to Fusion.
  • Embedded Service Reference Template for quick uptake of the chat widget to embed on any site: oj-dcs-survey component is ready to use in the ES 26B RI in Visual Builder.

Steps to enable and configure

  • Configure your survey using the Survey Authoring Agent template in Fusion AI Agent Studio.
  • Create the survey using the Chat Interaction survey object type (ORA_SVC_CHAT_INTERACTION) and SERVICE department (stripe ORA_SVC_CRM) if you want to use the survey with chat.
  • Use the survey ID in the survey component (oj-dcs-survey) in the Embedded Service disconnect screen to link the created survey.

Tips and considerations

  • This first release will support surveys for authenticated users only. 
  • When configuring the survey to use at the end of a chat interaction, pick the correct survey object type and department/stripe code for your questionnaire.
  • Consider using short and few questions when configuring a survey for the Embedded Service Chat UI.

Key resources

Access requirements

  • Sign in to the Oracle Visual Builder editor as a user with the Developer role to design your DCS portal and Embedded Service chat experiences.
  • Sign in to Fusion AI Agent Studio with a CX user that has the right role and permissions to configure the survey using the Survey Authoring Agent template.