Now Assist Response Length and Resolution Feedback

[Vinicius Andrad]

Hi everyone,

We are currently implementing Now Assist in Virtual Agent and received two questions/concerns from the customer regarding the user experience.

1. Synthesized responses are too long

The customer feels that the synthesized responses are often too detailed and lengthy, even though the Assistant is already configured with:

Tone: Direct
Response length: Succinct

For example, for a simple question such as *“What is churn?”*, the expectation would be a short answer with only the essential information, followed by an opportunity for the user to ask for more details.

Ideally, the experience would be something like:

User: What is churn?
Now Assist: Churn is the rate of customer cancellations or losses and is commonly used to measure customer retention. Would you like to know how it is calculated or what types of churn are tracked?

Instead, the current synthesized response may include several sections, detailed explanations, related topics, and multiple references.

Is there any additional configuration, prompt, property, or supported approach to further limit the length/detail of synthesized responses?

The goal is to have a more conversational experience: provide a simple answer first and progressively add more information only if the user asks follow-up questions.

2. Asking if the answer resolved the user's question / closing the conversation

The second concern is related to Enhanced Chat and Premium Chat.

The customer would like the Assistant, after providing an answer, to ask something like:

“Did this resolve your question?”

* Yes
* No

If the user selects Yes, the conversation could then be considered completed/closed and, ideally, trigger the configured post-chat survey.

This is similar to the experience they previously had with Standard Chat, where the conversation had a clearer closure flow.

With Enhanced/Premium Chat, we have not found an OOB way to consistently ask whether the response resolved the user's need after a synthesized answer and then explicitly close the conversation.

Is there a recommended OOB configuration for this behavior in Enhanced or Premium Chat?

We are aware of the thumbs up/down response feedback, but the customer's requirement is specifically to have an explicit “Did this resolve your question?” step that can lead to conversation closure and the post-chat survey.

Any guidance or recommended approach for these two scenarios would be appreciated.

Thanks!