Introduction

During conversations with your Rep AI assistant, customers can rate the helpfulness of AI responses using thumbs up/down buttons that appear after each AI message (except the first one). This gives you direct, real-time feedback on how customers feel about your AI's responses.

How the Feedback System Works

After your AI responds to a customer (starting from the second message), customers see thumbs up and thumbs down buttons. When they click either button, they get a follow-up question: "Was this conversation helpful?" with Yes/No options.

This feedback is optional and doesn't interrupt the conversation flow. When customers do provide feedback, it's logged instantly for your review.

Where to Find Customer Feedback Data

Homepage Dashboard: - Check "Conversations Reported as Unhelpful" in your key metrics

Shopper Intelligence:

1. Go to Insights > Shopper Intelligence

2. View "Reported as helpful/unhelpful" metrics in the "Forms of Assistance" section

3. Use the "Unhelpful" tab to focus on negative feedback

Conversations Page:

1. Navigate to Conversations

2. Filter by helpful/unhelpful ratings

3. Review specific conversation transcripts

Understanding Your Feedback

"Helpful" Ratings: Show what your AI does well - topics it handles effectively and responses that satisfy customers.

"Unhelpful" Ratings: Highlight improvement opportunities like:

- Questions your AI couldn't answer completely

- Responses that missed the customer's intent

- Unclear or confusing information

Using Feedback to Improve

Weekly Review:

1. Check unhelpful conversation trends on your homepage

2. Review unhelpful conversations in Shopper Intelligence

3. Identify patterns in problematic responses

4. Update AI training or knowledge base accordingly

Focus on High-Impact Issues:

- Address topics with the most unhelpful ratings first

- Look for recurring problems across multiple conversations

- Track improvements over time

Best Practices

Let it flow naturally: Customers will provide feedback when they want to
Focus on patterns: Look for recurring issues rather than individual ratings
Take action: Use feedback to make real improvements to your AI's responses

Most customers don't rate every response, and that's normal. The feedback you receive provides valuable insights into your AI's performance and helps you continuously improve customer experiences.

AI Recommendations: Get specific suggestions based on unhelpful feedback
Shopper Intelligence: Analyze feedback alongside conversation topics
Conversations: Review transcripts of rated interactions