Context-Aware Voice Surveys allow respondents to provide voice-based answers to survey questions. Voice responses are automatically transcribed and associated with survey metadata and context, enabling organizations to analyze spoken feedback alongside other survey responses.

By allowing customers to speak naturally, organizations can reduce respondent effort and capture detailed qualitative feedback without requiring changes to existing analytics and reporting processes.

Business Use Cases

• Post-Service Feedback Collection: Gather customer feedback immediately after a service interaction to understand satisfaction levels and overall experience.

• Agent Performance Evaluation: Collect feedback on agent interactions, professionalism, responsiveness, and issue resolution effectiveness.

• Case Resolution Validation: Verify whether customer issues have been successfully resolved and identify cases that may require further attention.

• Customer Experience Measurement: Capture voice-based feedback to understand customer sentiment across products, services, and support interactions.

• Automated Recovery Workflows: Initiate predefined actions, such as reopening a case or alerting a service team, when negative customer feedback is detected.

Key Benefits

• Collect Richer Customer Feedback: Voice surveys allow customers to express their experiences naturally instead of being limited to predefined response options. This helps capture detailed feedback and nuanced customer sentiment.

• Context-Aware Conversations: The voice agent can leverage conversation context, enabling more relevant interactions and reducing the need for customers to repeat information.

• Intelligent Follow-Up Questions: AI-powered probing capabilities automatically ask follow-up questions to uncover the root cause behind customer feedback and gather more actionable insights.

• Improved Survey Experience: By conducting surveys within an ongoing call flow, customers can provide feedback without navigating to separate survey channels, resulting in a more seamless experience.

• Automated Business Actions: Survey responses can trigger automated workflows, such as reopening unresolved cases or initiating follow-up actions when customer dissatisfaction is detected.

How does it work?

With Context-Aware Voice Surveys, respondents can:

1. A customer finishes a conversation with an agent or service team through an Inbound Call or an Outbound Call on a certain issue. Post the issue is addressed, the agent transfers the call to the IVR to capture the feedback.

2. Once the call is transferred, an AI voice agent engages with the customer.

3. The agent dynamically asks questions and follow-up prompts based on customer responses.

4. Responses are documented and stored in the CFM Responses tab which is used for further reporting and analytical purposes. Customer responses are captured along with conversation transcripts, ratings, case re-opening indicators, and other relevant survey data. You can also gain deeper insights through AI-powered intent and sentiment analysis, helping you better understand the customer's experience and feedback.

5. Based on customer responses, automated workflows can be triggered when configured.

Supported Capabilities

The supported capabilites are suggested here

Best Practices

• By passing customer context directly to your voice agent, you can significantly enhance the survey experience, enabling more personalized and relevant interactions that can improve engagement and response quality.

• Define how responses should be stored and interpreted upfront, whether as explicit values.

• Leverage voice interactions to capture richer, more detailed feedback and provide relevant context upfront. By setting the context of the conversation and clearly defining the feedback you're seeking, you can gather deeper insights and ensure responses are interpreted more accurately.