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</style><p id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- What are AI Surveys and how to set them up</strong></p><p><br></p><p><br></p><p id="isPasted">The AI-powered survey functionality can analyse ticket data to estimate the satisfaction score and potential comments a user might give, based on the interaction between the user and the agent. This provides additional feedback data beyond what users typically submit. While actual user feedback remains essential, AI can offer valuable insights, especially when user feedback records are sparse.</p><p><br></p><p>In order to use AI Surveys first ensure you have a default AI connection is setup (the Halo connection can be used for AI surveys). For information on how to configure an AI connection check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2385" id="isPasted" target="_blank" rel="noopener noreferrer">Connecting AI to Halo</a>.</p><p><br></p><p>To enable AI surveys, head to Configuration > AI, enable 'Use AI to survey User satisfaction'. When enabled you will also be able to set what percentage of tickets are surveyed, to keep survey data concise you may wish to reduce the percentage of tickets that have AI feedback generated.</p><p> </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4ZDE3OTYzLWIyNWMtNGM2NS05OWRiLTM1OTAwYWYyYTdiOSJ9.y8WbqBT_4rHdfNCcHyAvFOGGuTmcoxtcSDOPhvqKF3k" class="fr-fic fr-fil fr-dib" width="863" style="width: 865px; height: 330.893px;" height="331"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable AI surveys.</span></strong></p><p><br></p><p>Surveys will also need to be enabled against each ticket type you would like AI to generate a survey for. This can be enabled/disabled under the "Settings" tab of each ticket type using the setting 'Include in AI surveys' (see <strong>Fig 2</strong>).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwMTllOWFlLWY2MDktNGE0OS1iMDEyLTY3ZDdlMTBiOTNlNyJ9.r9t2UK7Pnjpa6E6mPIp4cgu96rFziOIFDFKo2yqM7TE" class="fr-fic fr-fil fr-dib" width="673" style="width: 675px; height: 375.074px;" height="375"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enable survey functionality against ticket type.</span></strong></p><p><br></p><p><strong><em>Note: The AI satisfaction and satisfaction comment field do not need to be present against the ticket types you would like to conduct AI surveys on. </em></strong></p><p><br></p><p id="isPasted">Once enabled, the conversation between the agent and user will be sent to the AI when the ticket is closed and it will evaluate the satisfaction score for the user and summarise why it has given this score. These will be added as a feedback record against the ticket that will show in the ticket's details under the section 'AI Survey'.</p><p><br></p><p><span style="font-size: 13px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjMzE4Nzg0LTRlYmItNDczYi04NTZiLTRhODUwYzA0OTFjNCJ9.Sj6uU9Vy9k6SUqnmLYNXKvPlsphacTCr2q-1zWbOQwM" class="fr-fic fr-fil fr-dib" width="941" style="width: 943px; height: 490.86px;" height="491"></span></p><p><strong><span style="font-size: 10pt;">Fig 3. AI survey section in ticket details.</span></strong></p><p><span style="font-size: 13px;"><br></span></p><p>If negative feedback is recorded by AI the behaviour set in Configuration > Tickets > Surveys will be followed in terms of creating a ticket for Negative Feedback. The setting here will apply to negative feedback logged by users and AI. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyMzBkYzUxLWMyOTItNDc5Mi1iYTQ2LTk0NzI4N2FjMjUyYiJ9.cC--hUjPw4DCEi1sirjPcZU1FDXqXJJkJGpjVsuTHxA" class="fr-fic fr-fil fr-dib" width="753" style="width: 755px; height: 314.211px;" height="314"></p><p><strong><span style="font-size: 10pt;">Fig 4. Negative feedback set to log an incident ticket type.</span></strong></p><p><br></p>
