article by Anupama Patil, December 2022
The success of a digital assistant is ensured through frequent monitoring and updates. Insights, the analytics engine in Oracle Digital Assistant, gives you runtime analytics about how users work within a digital assistant and skills.
However, it also provides you a tool to write your own metrics, which you can use to collect custom information. An example of such a custom metrics is user feedback, where users can give a thumbs up if the bot was helpful and a thumbs down if they weren't that happy with the assistance they received.
"Thumbs up" and "thumbs down" are the most commonly used gestures to express approval or disapproval. These gestures are a great way to ask users for feedback, even in the world of conversational AI.
Insights gained from such feedback help the development team identify areas for improvement within a digital assistant. This article shows you how to use ODA's custom metrics component to collect and record feedback in the moment.
Samples:
1.. Visual Flow Designer Demo (DA)
