This guide describes how to send feedback to Agent Assist about the quality of a specific suggested answer. This information is used to improve the quality of your suggested answers in the future.
Feedback types
Feedback falls into one of two categories. Information about both feedback
types is conveyed by fields in an
answerFeedback
object:
- Implicit feedback: Whether or not an agent clicked on a suggested answer.
This information is contained in the boolean
clicked
field. - Explicit feedback: The level of correctness of the answer and/or other
detailed information about the answer, provided by the agent. Level of
correctness is conveyed by the
correctnessLevel
field. Optionally, additional details can be added to theagentAssistDetailFeedback
field as anAgentAssistantFeedback
object.
Send feedback to Agent Assist
There is an Answers
field in every Agent Assist response (for example,
faqAnswers
,
articleAnswers
,
smartReplyAnswers
.
To provide feedback about an answer, find the resource name of the answer
record. The resource name has the format
"projects/project-id/answerRecords/answer-record-id".
Use the answer record to call the UpdateAnswerRecord
method to send
AnswerFeedback
about the answer.
Smart Reply
Use the answer record to call the
UpdateAnswerRecord
method to send
AnswerFeedback
to indicate two feedback events:
- displayed: a suggestion (identified by
answer-record-id
returned in the Smart Reply suggestions) was displayed in the agent UI. - clicked: a suggestion (identified by
answer-record-id
returned in the Smart Reply suggestions) was clicked by the agent.
The suggestion was displayed to the agent.
curl -X PATCH
-H "Autorization: Bearer $(gcloud auth application-default print-access-token)"
-H "Content-Type: application/json" -d '{ "name": "projects/project-id/answerRecords/answer-record-id", "answerFeedback": { "displayed": true } }' https://dialogflow.googleapis.com/v2/projects/project-id/answerRecords/xxxxx?updateMask=answer_feedback
The suggestion was clicked by the agent.
curl -X PATCH
-H "Autorization: Bearer $(gcloud auth application-default print-access-token)"
-H "Content-Type: application/json" -d '{ "name": "projects/project-id/answerRecords/answer-record-id", "answerFeedback": { "clicked": true } }' https://dialogflow.googleapis.com/v2/projects/project-id/answerRecords/xxxxx?updateMask=answer_feedback
Article Suggestion and FAQ Assist
The following sample demonstrates how to send direct feedback from an agent in
response to the agent being asked about suggestion correctness. The
correctnessLevel
field can be one of FULLY_CORRECT
, PARTIALLY_CORRECT
,
NOT_CORRECT
, CORRECTNESS_LEVEL_UNSPECIFIED
.
curl -X PATCH \ -H "Autorization: Bearer $(gcloud auth application-default print-access-token)" \ -H "Content-Type: application/json" -d '{ "name": "projects/project-id/answerRecords/answer-record-id", "answerFeedback": { "correctnessLevel": "FULLY_CORRECT", "agentAssistantDetailFeedback": {}, "clicked": true } }' https://dialogflow.googleapis.com/v2/projects/project-id/answerRecords/xxxxx?updateMask=answer_feedback
The following sample demonstrates how to send click-only indirect feedback:
curl -X PATCH \ -H "Autorization: Bearer $(gcloud auth application-default print-access-token)" \ -H "Content-Type: application/json" -d '{ "name": "projects/project-id/answerRecords/answer-record-id", "answerFeedback": { "clicked": true } }' https://dialogflow.googleapis.com/v2/projects/project-id/answerRecords/xxxxx?updateMask=answer_feedback
Summarization
Summarization uses feedback to calculate the duration spent on reviewing/editing a summary and edit rate.
curl -X PATCH \ -H "Autorization: Bearer $(gcloud auth application-default print-access-token)" \ -H "Content-Type: application/json" -d '{ "name": "projects/project-id/answerRecords/answer-record-id", "answerFeedback": { "agentAssistantDetailFeedback": { "summarizationFeedback": { "startTimestamp": "2022-10-15T02:10:11.414Z", "submitTimestamp": "2022-10-15T02:12:41.000012345Z", "summaryText": "submitted summary" } } } }' https://dialogflow.googleapis.com/v2beta1/projects/project-id/answerRecords/xxxxx?updateMask=answer_feedback.agent_assistant_detail_feedback.summarization_feedback