Today we’re rolling out an important upgrade to Serval: AI Feedback.

if you want to trust an AI agent in your help desk, you first have to know whether employees feel it’s truly helping them. With this release, users can now give Serval’s AI a quick thumbs-up or thumbs-down the moment their request is resolved or escalated. The prompt appears as an ephemeral Slack message so there’s no context-switching, and employees can optionally add a short comment to give richer insight into what worked or what fell short.

All of that feedback flows directly into a new interactive dashboard inside Serval Analytics. In a single view, admins can track overall sentiment for any date range, spot trends, and see whether tweaks to workflows or knowledge articles are moving the needle. From the same dashboard, it’s easy to jump into individual tickets to study the conversations behind both positive and negative ratings. Those real-world examples make it simpler to identify gaps in content, prioritize new workflow automations, or fine-tune Serval’s AI guidance for edge cases.

This launch is only the first step in a broader effort to equip our customers with the tools they need to evaluate Serval’s performance rigorously and to iterate continuously. We’re committed to giving you clear, actionable signals so your AI agent keeps improving right alongside your team. The feature is live today, give it a try and let us know what you think.