Understand how well your AI agent conversations are performing with a Fin CSAT survey. You'll be able to measure your customers’ satisfaction with every Fin AI Agent conversation, and identify conversations and areas that are performing well or in need of improvement.
By enabling Fin CSAT, a survey can appear in a conversation when:
A customer replies with a positive feedback
A customer needs to be handed over to a teammate
A customer goes inactive (after your set amount of time)
Note: Fin CSAT is currently not available over Zendesk tickets.
Get started
You can enable Fin CSAT for both Deploy over Fin Messenger and Deploy over Zendesk Messenger.
Add Fin CSAT to a workflow
Fin CSAT is configured through workflows.
First, you'll need to create a path in a new or existing Fin workflow and select the Let Fin handle step.
A side panel will appear where you can toggle on the options below "Ask for conversation rating (CSAT)".
You can choose to either send CSAT:
When the customer replies with a positive message i.e. "Yes, that helped", "Ok, thanks" etc.
If the customer becomes inactive after Fin showed an answer
Both
A 30-second delay period is applied after a customer replies with a positive message before sending the CSAT survey, to give them time to ask any follow-up questions if needed.
If the customer does ask follow-up questions and replies with a positive message again, the same CSAT survey will be sent again so that the customer can update and change their rating.
Fin CSAT reporting
Fin AI Agent report template
You can see your Fin CSAT score when using the Custom Report.
Fin AI Agent CSAT score - Percentage of positive (😀 or 🤩) conversation ratings for Fin AI Agent out of all conversation ratings for Fin AI Agent.
Fin AI Agent conversation ratings by week - Conversation ratings for Fin AI Agent on a given week.
The Remarks charts show all the customers’ conversation ratings broken down into each remark: Amazing; Great; Ok; Bad; and Terrible. You can drill in to each chart to read the remarks and view the conversations customers had with Fin.
Custom Charts
Clicking Edit > Add chart allows you to choose from a number of different pre-built charts, as well as build a custom chart that you can add to your report. You can build charts using a number of different metrics including the following:
CSAT score
Conversation ratings
Conversation ratings by week
Conversation ratings remarks
You can also edit a chart to add filters to your chosen metric.
FAQs
How can I make sure we're collecting CSAT on human agent chats?
How can I make sure we're collecting CSAT on human agent chats?
Fin CSAT surveys are only sent after interactions with Fin. If a conversation is transferred to a human agent in your helpdesk, any agent CSAT survey must be configured within your helpdesk system (e.g., Zendesk, Salesforce, etc.).