Introducing dynamic surveys, a NiceAI feature

In September, we announced that we’ll release new AI features for our customers. We’re excited to be at the forefront of using AI to help our customers create best-in-class experiences for their customers.

We know that nine in 10 CX leaders are confident that AI has the potential to improve customer experience, yet only three in 10 use AI often, according to a Deloitte report. We want to change that by helping more CX leaders embrace AI. That’s part of the reason we created our new NiceAI feature that came out of our hackathon. They are all aimed at freeing up your time so you can spend it on what really matters: providing excellent service and customer experiences. 

Dynamic surveys help you capture the true voice of your customers

One of the first features we’ll release as part of NiceAI is our “dynamic surveys” feature. Traditional customer surveys can sometimes fall short when it comes to capturing the true voice of your customer. These surveys are pre-determined and unable to adapt to how the customer responds. This means valuable information could be missed, simply because the survey couldn’t adapt to what the customer said.

So we’re changing that. With dynamic surveys, you’ll be able to use AI to dynamically tailor questions in real time based on how a customer interacts with the survey. This creates a more natural flow of conversation that better collects the important information you’re looking for when surveying a customer. 

How do dynamic surveys work?

Our dynamic surveys feature works by leveraging all of the contextual information you currently have about a customer to tailor responses. This means using information about their purchase history, location, previous survey responses, and more, to best survey them. 

For example, if a customer responds to a survey that they’re unhappy with a service they recently received, dynamic surveys can take into account whether this was their first service, which location they went to, and more, before responding. This context can help improve the experience for the customer and helps lead to a resolution more quickly.

The value of dynamic surveys

Having a survey that can adapt to the customer helps create a more personalized experience for them while gathering more valuable information for you. The information is richer and more actionable because it better captures their concerns or issues, and can help them feel better listened to and considered. Plus, it saves your team time and gets you all the context you need upfront, with no need for follow-up questions, all enhancing the customer experience with AI. If you missed our NiceAI webinar, you can rewatch it, and see dynamic surveys in action.

If you’re interested in using dynamic surveys to improve the customer experience, you can request a demo or contact your customer success manager.

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