AI agent with feedback question: template with quality assurance and handover
Description
AI agent with feedback and handover: template for quality AI with feedback queries and seamless handover to human employees.
Highlights
Highlights
- AI-Powered Responses
- Integrated quality assurance
- Intelligent handover logic
The template extends a knowledge-based AI agent with a quality assurance layer. The agent answers questions using the configured knowledge sources and then decides for itself whether a follow-up question about answer quality makes sense, for example “Was this helpful?”. If feedback is negative or the topic is critical, it offers matching handover options: a callback request, handover to live chat, or creating a support ticket.
The agent uses the LoyJoy knowledge base as its source, and answers include source references. Prompt, system message, handover paths and feedback criteria are adjustable in the BPMN editor.
Highlights
- An independent quality check: The agent decides on its own whether a feedback question makes sense, instead of asking it after every single answer.
- Matching handover options: On negative feedback the agent offers a callback, live chat handover or ticket creation, depending on configuration.
- Answers with source references: The agent uses the LoyJoy knowledge base and makes its sources traceable in the answer.
Use cases (examples)
- Quality assurance for knowledge-based answers in customer service
- Spotting dissatisfied users early, before they drop out
- Escalating critical requests to live chat or a support ticket
- Requesting a callback when a chat answer is not enough
- Systematically improving the knowledge base based on feedback
What is included in the template?
- A pre-configured AI agent connected to the LoyJoy knowledge base
- A feedback question (“Was this helpful?”) with configurable trigger criteria
- Handover paths for callback, live chat and support ticket
- Two example flows, with and without the feedback question
- A BPMN editor to adjust prompt, system message and handover logic
Get started in under 5 minutes
- Install the template
- Adjust prompt and system message: Match tone and style to your brand in the AI agent module.
- Fill the knowledge base: Add company documents, websites and knowledge bases in the LoyJoy knowledge base.
- Define feedback criteria and handover: Set triggers for the feedback question and the matching handover paths in the BPMN editor.
Frequently asked questions
Whenever it decides on its own that a follow-up question about answer quality makes sense, for example on uncertain answers or sensitive topics. You adjust the trigger criteria in the BPMN editor.
The agent offers matching handover options, depending on configuration a callback request, handover to live chat, or creating a support ticket.
From the LoyJoy knowledge base, which you fill with company documents, websites and other sources. Answers include source references.
Yes, the trigger criteria are configurable in the BPMN editor. You decide whether and when the question appears.
Callback request, live chat handover and support ticket creation, each enabled individually or combined.
In the AI agent module in the BPMN editor.