Now that we have seen how feedback will be collected within the bot flow. Let’s take a look at how the collected feedback will be viewed on Intelligent Analytics
You need to visit the Intelligent Analytics of your bot and visit the Feedback section. There you will get to see all the CSAT and NPS ratings your bot has received from the users, as shown.
In the case of CSAT, if a user replies to “Was I able to help you?” with a Yes, and abandons the chat, by default the rating is captured as 5.
In your bot’s analytics, you would see this rating with a default message, and the purpose of this message is to let you know that this rating has been generated since the user did not stay on the chat post replying to the feedback message.
It might happen that after checking the Feedback analytics, you come to know that the ratings given by the users are low. In this case, you need to improve your bot, so as to boost your ratings.