Understanding Answer Bot (EAP) Follow

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    Jason Howard

    Very excited about this feature!  We've been using it for about 2 weeks now, and wanted to offer some feedback, for currently our deflection rate is 1.8% and the CTR is 9.6%.  I believe this could / should be better.  We are trying to train the system by utilizing the "Improve Answers" functionality but this doesn't seem to be helping.  One thing I've noticed is this:

    We have an app our customers use, on both android and iOS phones.  Our Help articles are therefore designed for android or iOS users.  There are many things in a ticket that indicates which platform the customer is on, i.e. "iOS" "iPhone" etc., both in the content of the email and via tags that are auto-populated.  Often times the suggested articles for tickets like this are all for android, not iOS.  Our articles very clearly say either "android" or "iOS" in the title, so the system should be able to pick up on this and suggest the appropriate articles accordingly.

    Probably a known issue - I understand we have early access to this - just wanted to give some feedback accordingly.

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    Josh Greenwald

    @Jason we are participating in this early access program as well. Where do you find those stats for deflection rate and CTR?

    I'd love to learn more about how to evaluate the effectiveness of this.

    @Aimee if you know please do share!

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    Jason Howard

    @Josh - all the metrics associated with Answer Bot are in Insights / GoodData.  Create a new report and you'll see an entire section for Answer Bot values.  Cheers.

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    Josh Greenwald

    @Jason, this was a great pro tip but for some reason when clicking around in Good Data none of the reports will populate.

     

    @Aimee is there a bug going on now or maybe am I adding filters in wrong?

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