Customer Feedback Survey Agent is now generally available in Dynamics 365

Customer Feedback Survey Agent is now generally available

(An autonomous AI agent designed to proactively collect, analyze, and act upon customer feedback across multiple channels.)

Real-time User Journey

This journey demonstrates how the agent moves from simple data collection to proactive service recovery:

1. Interaction Trigger: A customer completes a complex support session regarding a billing dispute.
2. Autonomous Outreach: Instead of a generic email sent hours later, the Customer Feedback Survey Agent initiates a brief, conversational chat via the customer’s preferred channel (e.g., WhatsApp or SMS) immediately after the case is closed.
3. Adaptive Questioning: The agent doesn’t just ask “Rate us 1-5.” It acknowledges the context: “I see we just helped with a billing issue. On a scale of 1-5, how clear was the explanation provided?”
4. Sentiment Analysis: If the customer provides a low score (e.g., a “2”) and mentions they are still confused, the agent identifies the Negative Sentiment in real-time.
5. Proactive Recovery: The agent offers an immediate resolution: “I’m sorry to hear that. Would you like me to schedule a follow-up call with a senior billing specialist, or should I send a simplified breakdown to your email right now?”
6. Insights for Leadership: The agent summarizes the feedback and automatically tags it under “Policy Clarity Issues” in the supervisor’s dashboard, highlighting a systemic trend.

Step-by-Step: How to Enable This Feature

The Customer Feedback Survey Agent is managed within the Dynamics 365 Contact Center and Customer Service environments.

• Step 1: Access the Agent Hub

Sign in to the Contact Center admin center or Customer Service admin center. Navigate to Operations > Agent Hub.

• Step 2: Activate the Feedback Agent

Locate the Customer Feedback Survey Agent card. Toggle the status to Enabled.

• Step 3: Connect to Customer Voice

Ensure your environment is linked to Microsoft Dynamics 365 Customer Voice. The agent uses these project templates as the foundation for its data structure.

• Step 4: Configure “Agentic” Triggers

Define the conditions under which the agent should act (e.g., “Trigger survey immediately after Case Closure” or “Trigger after a 10-minute webchat session”).

• Step 5: Define Recovery Workflows

In the agent settings, configure the Action Logic. Specify what the agent should do for specific scores (e.g., “If score < 3, offer a callback” or “If score = 5, ask for a public review”).

• Step 6: Publish to Channels

Select the channels where the agent should operate (Voice, Chat, WhatsApp, or Email). Click Publish to start the autonomous feedback cycle.

Infographic: Static Surveys vs. Autonomous Feedback Agent

Feature	Traditional Static Surveys	Customer Feedback Survey Agent
Timing	Delayed (often sent 24+ hours later).	Instant (Real-time at point of service).
Format	Static forms/links.	Conversational & Adaptive.
Response Rate	Typically low (3–5%).	High Engagement due to context and timing.
Actionability	Passive (Wait for human to read results).	Active (Can initiate recovery or callbacks).
Intelligence	Requires manual sentiment tagging.	Auto-tags and categorizes feedback.

References

Customer Feedback Survey Agent is now generally available