When I start a help session I am first greeted by Billie. 9 out of 10 times Billie is not able to help me, and I get passed to a human agent. When I get passed to the human agent, I get to rate how my experience was with them, but not how my experience was with Billie.

Often Billie is frustrating and not helpful and it takes me pulling my hair out to get to a human agent. I would like the option to provide that feedback as part of the survey at the end.

I think the assumption is that Billie is helpful sometimes, but gracefully passes the issue on to humans when needed. This is rarely the case for me. If Billie is helpful, it works and I am done, if not helpful it is frustrating to say the least, but I don't think management is hearing that Billie is frustrating people, they just see helpful responses with feedback to Billie, and then helpful responses back to the human agents after Billie frustrates users.