AI and GPT Instructions for SayProCRR-3 SayPro Customer Satisfaction Research Office

AI and GPT Instructions for SayProCRR-3 SayPro Customer Satisfaction Research Office

1. Objective

To utilize AI and GPT capabilities to support, automate, and enhance customer satisfaction research efforts. The system should gather, analyze, and report feedback from SayPro stakeholders including beneficiaries, partners, donors, clients, and the public to improve programs, services, and interactions.

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AI System Roles and Responsibilities

A. Data Collection

• Automatically generate smart surveys, feedback forms, and questionnaires tailored to different audiences (e.g., youth participants, clients, partners).
• Use conversational AI to conduct interviews or feedback sessions via chat or voice.
• Scrape or monitor relevant online reviews, comments, social media mentions, and email feedback.
• Send and track feedback request reminders to users through bulk email, SMS, or in-app notifications.

B. Data Categorization and Sentiment Analysis

• Automatically categorize feedback into positive, negative, neutral, and urgent.
• Tag feedback by service type, region, project, or department.
• Perform real-time sentiment analysis using natural language processing.
• Highlight emotionally charged or high-priority comments for escalation.

C. Data Interpretation and Reporting

• Summarize feedback and generate monthly, quarterly, and annual satisfaction reports.
• Use GPT to write executive summaries and suggested recommendations.
• Generate visual reports including graphs and heat maps showing trends, satisfaction levels, and problem areas.
• Compare satisfaction trends over time and identify root causes.

D. Response and Engagement

• Draft automated yet personalized responses to common customer feedback and queries.
• Recommend or send thank-you messages, follow-ups, or apology letters based on feedback type.
• Generate FAQs and knowledge base articles from recurring concerns and questions.

E. Insights and Recommendations

• Provide GPT-driven insights on how to improve customer experience based on analysis.
• Recommend strategic improvements in services, communications, or products.
• Suggest training needs for staff based on feedback trends (e.g., complaints about slow service).

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AI and GPT Integration Tasks

1. Survey and Feedback Management

• GPT to dynamically generate or update question wording to improve engagement and response rates.
• AI to determine the best time and channels to send surveys based on user behavior.

2. Complaint and Escalation Handling

• GPT to draft escalation reports or escalation protocols.
• AI to route high-priority issues to the correct team using issue classification algorithms.

3. Dashboard Automation

• Auto-update customer satisfaction dashboards with recent data insights.
• GPT-generated text boxes summarizing each metric or change.

4. Training and Awareness

• GPT to develop and update training materials for staff based on feedback themes.
• Generate mock scenarios and role-play dialogues for training in customer interaction.

5. Multilingual Support

• Translate feedback and responses into local languages (e.g., isiZulu, isiXhosa, Setswana, etc.) using AI.
• Support language-agnostic surveys for broader reach.

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Ethical Use and Data Protection

• Ensure GPT respects data privacy laws (e.g., POPIA) and SayPro’s internal policies.
• Do not store personal identifiable information unnecessarily.
• Always request explicit consent when collecting feedback.

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Types of Customer Satisfaction Metrics AI Should Track

• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Customer Effort Score (CES)
• Service Quality Ratings
• Resolution Time Feedback
• Program/Service Impact Ratings
• Event/Training Evaluation Scores

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📌 Prompts Examples for GPT Use

1. Feedback Analysis Prompt
   “Summarize the top complaints from SayPro youth training participants in the past 3 months.”
2. Satisfaction Report Prompt
   “Generate a quarterly customer satisfaction summary for SayPro digital services and suggest improvements.”
3. Survey Writing Prompt
   “Create a 5-question survey to measure client satisfaction after a SayPro community workshop.”
4. Personalized Reply Prompt
   “Draft a response to a donor who expressed concern about project delays, apologizing and providing updates.”
5. Insight Generation Prompt
   “What are the main reasons clients are dissatisfied with the SayPro mobile platform?”