Problem Statement: Provide a consistent UI experience for all feedback collected in the bot.
Background: The bot currently gathers user feedback in multiple ways, including thumbs-up/thumbs-down actions, the bot feedback path, and CSAT ratings for live agents. These different feedback mechanisms use varied UI elements, which may cause user confusion. For example, the CSAT feedback for live agent interactions uses a 5-point rating scale, while other areas use thumbs-up/thumbs-down options. Many users have perceived this as biased, with some users feeling that the bot might be skewing toward positive ratings.
To address this, we have adjusted the CREST use case to show only three rating buttons as an interim solution. However, the long-term goal is to create a unified feedback experience using only the thumbs-up and thumbs-down options.
We consulted our CSM, Alex M, who confirmed that it is not feasible to repurpose the thumbs-up/thumbs-down options for the CREST use case or modify their behavior.
Request: Is it possible to remove the thumbs-up and thumbs-down options for the CREST use case entirely?
Regards,
Sujit S Gaikwad
