In a voice or chat interaction, there are moments when the AI is working in the background — looking something up, processing a request, waiting for a system response. For most platforms, that's dead time. We decided to make it useful.
Today we're introducing Dynamic Wait-Room (DWR) Surveys — lightweight surveys that appear during natural pauses in your AI interactions to collect structured information from customers.
Turn wait time into data
When a customer is on hold while the AI processes a billing update, instead of silence or music, they can see a brief, relevant survey question: "How would you rate your experience so far?" or "Which product are you calling about today?" The survey is shown at the right moment, takes seconds to complete, and captures information you'd otherwise never have.
Because DWR Surveys are triggered by the AI's own state — not by a post-call email or a random sampling process — the response rates are dramatically higher than traditional survey methods. And the data is richer, because it's captured during the experience, not days after.
Configurable and contextual
You define which surveys appear in which contexts. A survey during a wait in the "technical support" intent might ask different questions than one in the "billing" flow. You can branch survey logic based on customer segment, conversation outcome, or any tag in your system.
Responses are available immediately in Mufal Intelligence, where they're correlated with other conversation data to give you a complete picture.
Available now
DWR Surveys are available to all Mufal Business and Enterprise customers. Head to the Surveys section of your dashboard to create your first survey, or talk to your account team about designing a survey program for your specific use case.
