In-chat conversation surveys

Business problem

Current survey links are vulnerable to misuse, as agents can potentially rate themselves to manipulate performance metrics. Additionally, customers often avoid external links due to the perceived effort of a multi-step process and general security concerns regarding third-party URLs.

Wished result

To ensure data integrity and improve response rates, surveys should be integrated directly into the conversation as an automated flow. This would prevent fraudulent ratings and provide a more seamless, secure experience for the customer without requiring them to leave the chat interface.