What are they?
The Pathlight CI Custom Questions feature allows you to ask questions about a particular conversation. The questions are tailored open-ended questions with prompts that you can configure. For example, you can get answers to more open-ended questions like, "Did the customer provide any product feedback during the conversation?" or "Did the customer mention any competitor services?".
How does it work?
We channel your specific questions to our Large Language Model (LLM) and display the responses in the Conversation Insights panel. Users can further clarify their queries, providing additional context for the model. For example, if their question is "Did the customer refer to any competitors in the conversation?" admins can provide examples of competitors as context when configuring this insight.
Benefits of the Feature:
Custom Questions provide a platform for intuitive, natural language queries. They help users pinpoint information that might not fit into the standard QA format or would be time-consuming for manual review. Essentially, they cater to capturing the vital 'Voice of Customer' insights.
We hope this was helpful! Please submit a ticket here if you have any questions or need further assistance.