Medallia - Gen AI/SmartResponse Reporting

Background Information

Medallia is an experience management platform designed to capture and analyze real time feedback from guests. Gen AI/Smart Response is a transformative AI solution that generates personalized, contextually appropriate feedback responses aligned with best practices and communication preferences. Review this Job Aide to discover more about navigating Medallia’s Gen AI/Smart Response Reporting.

Using Smart Response

  1. Click on “Respond”. You will observe the Smart Response appear in the Smart Response section.
  2. Select a “Smart Response” to respond to customer feedback. The LLM will provide an editable, personalized reply based on the content of the feedback and the smart response selected.
  3. Check the acknowledgement box.  Users must acknowledge they’ve reviewed the content generated by AI & revised as needed. Users will not be permitted to send the response if the acknowledgment box is not checked.
  4. Click “Send” when ready to reply to the customers’ feedback.

 

Helpful Writing Tips and Reccomendations

  1. Be Specific

Helpful: The more specific you are, the less room there is for misunderstandings.

Not Helpful: Avoid vague language like “Ask for more information” without additional details.

 

  1. Keep It Simple

Helpful: Use plain language and short sentences.

Not Helpful: Don’t use overly complex or technical terms if they aren’t needed.

 

  1. Organize Your Ideas

Helpful: State the goal and then give context as part of your instruction.

Not Helpful: Avoid long, unstructured paragraphs that mix different ideas together. Avoid

combining two guidelines into one instruction.

 

  1. Avoid Ambiguity

Helpful: Double-check that your words can only be interpreted one way.

Not Helpful: Avoid words or phrases that could have multiple meanings.

 

  1. Know Your Audience

Helpful: Write your instruction with the person or use-case perspective in mind.

Not Helpful: Don’t assume the AI or reader has background knowledge you haven’t

provided.

 

  1. Constraints or Specific Requirements

What It Means: Mention any limits or special rules (e.g. “only list three points”).

Why It Matters: Helps the AI tailor its response exactly to your needs.

 

  1. Test and Revise

Helpful: Try your instructions out and see if it gets the result you expect; adjust if needed.

Not Helpful: Don’t assume the first version of your instruction is perfect – refinement is key.

 

Summary - Bringing it Together

● Keep it clear, provide context, and state your goal.

● Be specific, organized, and test your instructions to ensure it works well.

● Avoid vague language and unnecessary details.

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