Viewing and managing your Answer Bot settings

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63 Comments

  • Rhonda Koerner

    Maybe think about changing the wording of your trigger. This app is buried within a trigger. You can't change the wording of the app but put something leading into it in the trigger. Something like....."Thank-you for reaching out to our support team. We have listed below articles that may provide you an answer while you wait for an agent to address your ticket. 

    If the article answers your question and you do not need an agent to respond, please choose, "Yes, close my Request". This will automatically close your ticket and you will not receive any updates from an agent. If you still want to speak to an agent, do not choose any article."

     

     

    It sounds a bit wordy and clumsy but it may help with people giving bad surveys

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  • Stephen Greenfield

    We are doing a trial on Answer Bot, and while we don't have enough triggers set up yet, it seems there's a disconnect with how articles should be best filtered for various tickets.

    FIRST -- I totally agree that Answer Bot triggers DESPERATELY need to be able to EXCLUDE an article by label.

    SECOND -- ARTICLES themselves need to be able to be connectable to ticket fields.  For example,  if I have a "Product" ticket field, then I should be able to indicate on my article that it is appropriate for specific products.  Or specific operating systems.  Or specific -- whatever.  

    YES -- I can also create labels to parallel the tags, and yes I can create an Answer Bot trigger, but this is shifting all of the intelligence into the creation of Answer Bot triggers.  Allowing the Article to drive the connection to the ticket tags allows multiple article writers to enhance that intelligence, and builds the overall intelligence of the suggestions generated when the user first creates the ticket.

    Right now it feels like I'm doing the work for Answer Bot -- and paying for the privilege.

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  • Joerg Klaas

    Hi,

    we just activated the english bot version and playing around a bit.

    Since most of our customers are german speaking: Is there already a rough release date for non-english bot support?

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  • Joe Fedric

    And, the most elegant solution, is the 3rd and last comment.

    Justin: 
    May 3, 2017
    ~
    I would probably recommend not sending out surveys for tickets that have no assignee. That's a nice simple solution as most tickets solved by a customer have not been touched by an agent. 
    ~

    Brilliant!

     

    Edit:

    @Nicole, this looks like a good way to filter them.  I'm not sure how flexible setting up a special automation alone for this will be in the long run.  The real problem is that an agent hasn't touched the ticket, and I think keeping it simple will make it easier to build on the logic later, rather than having two separate automations for sending our surveys.

    1
  • Ian Maison

    Hi, do you happen to have any upcoming webinars or already recorded sessions on how to use Answer Bot to its best potential?

    Thanks, IM.

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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.

    1
  • Brett - Community Manager
    Zendesk Community Team

    Thanks for the suggestion David!

    I'll pass this along to the appropriate team :)

    1
  • Dirk Luttermann

    Great concept! We would use it!

    German please!

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  • Joe Fedric

    @Nicole, The problem I have with that approach mirrors ZD's own logic when it comes to automatic ticket merging: it is unpredictable. Do I really want only customers that didn't get an automatic answer to provide feedback? There are only a small subset of users doing this, and they're just not aware that they're doing it. I'm afraid of stopping feedback from all customers that received even a single article suggestion. It's like cutting off the nose to spite the face.  Nearly 2/3 of my requests have some automatic answer attached to them.  This solution is a bit overkill, IMO.

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Paul - 

    Given that Answer Bot is still in early access, I'd assume that it's been developed with just it's primary use case in mind for the moment. That being said, if anyone in the community has ideas on how to tweak the configuration for a sales implementation, please do! 

    I'll be sure to update you if and when any internal development or customization in that direction happens. 

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  • Eric Norris

    Is there a way to change the messaging of the buttons for Answer Bot depending on triggers? I have some products where my agents can't assist, but the customer can get help elsewhere. I am hoping to be able to set the 'Yes, close my request'. button to simply say 'Yes' if it comes from those customers. If not, can we adjust the language at all? 
    Thanks.

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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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  • Nathalie Mangan

    This is our current view and we do not have the option to 'perform these actions' which we think will allow us to ensure that an Answerbot solved ticket remains open so we can add additional custom fields before it is solved.

     

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  • Fatoumata Correa

    Hi,

    Can we used The Answer Bot with french articles?

     

    Fatoumata

     

     

     

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Rhonda - 

    A couple of follow up questions for you: 

    - Are the folks on your Success team agents in Zendesk? 

    - How many people are we talking about (fewer or greater than 50 individuals?) 

    - Do you use any kind of SSO?

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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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  • Rhonda Koerner

    also, from what I can see (and please correct me if I am wrong) there is no way to create a tag for Answerbot that states that the ticket was closed by a client who read the article. Every one of our tickets has a link to the articles provided by AnswerBot. I can't put in a tag called "answerBot" because then no one would get a survey. Can the AnswerBot team please provide the tag instead of just saying.....add a tag? Help us a little bit during this Beta Testing. thanks

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  • Wes Shank

    We've been getting a lot of false positives with Answerbot solves. I added the following trigger to remove the tag when an agent intervenes. We really need Gooddata and Insights to step up reporting for Answerbot.

     

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  • Jessie Schutz
    Zendesk team member

    Hi Rebecca!

    The link in that comment goes to the Answer Bot beta forum. Since Answer Bot is no longer in beta, that forum has been archived. I've edit the comment to remove the link and added to note to this effect.

    If you have questions about Answer Bot you can post them in our Guide Troubleshooting and Q&A topic!

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  • Joe Fedric

    Only twice?!  I'm jealous.  Man, I'm sitting on about 3 dozen bad reviews thanks to this (our volume is ~300-500/week).  I've reached out to these people to educate them on what that button does, but I can't do that for the thousands of people that reach out to us per month.  

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  • James Sanford

    Hey Cyrup!

    How Answer Bot determines language will depend on the Channel.

    Email uses our language detection machine learning model to detect the language based on the subject and description.

    The API and Web Widget use the same machine learning model based on the text that was input.

    The Web Form uses the defined locale of the Help Center which is currently being used and forces that locale/language when providing the article suggestions.

    If you only have knowledge base content created in English then your Answer Bot can only provide your Articles in English as suggestions for your customers.

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  • Paul

    @nicolerelyea

    I think you have summarised our predicament perfectly the the comparison between the support and sales use. 

    Let me know if you have any thoughts on configuring this functionality for a sales environment. 

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hi Nathalie,

    The screenshot you're referencing is around 2 years old so it's possible the UI has changed a bit since then.

    Is there a particular option that you are missing on your end when creating a trigger?

    How exactly does this look different?

    Let me know!

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  • Jason Howard

    +1 to Joe's request above, for I've had this happen twice as well.

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  • Heather Hensley

    @Nicole Will there be a possibility to have answer bot respond for the chat tool? So that it good essentially do the same thing but respond via our zendesk chat account?

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  • Joe Fedric

    @Rhonda,

    I suppose changing the wording is one way to do it, assuming they are reading :)

    My customers have a bad habit of not reading :p

    I'm going to work on the trigger a bit - I just wanted to see if anyone else had arrived at a solution that was working for them, on this specific aspect of the self-service model in the Answer Bot.

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  • David M Cardoso

    Just a suggestion for introduction for this article:


    Based on machine learning, Answer Bot provides automated responses with relevant articles from the knowledge base. It promotes self-assistance to your customer base and highlights related content from the help centre. Subjects, body and tags are taken into account to select the best articles from the Knowledgebase.

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  • Nathalie Mangan

    https://support.zendesk.com/hc/en-us/articles/115004477547/comments/115001612908

    Hi, currently in trial at the moment. Will we have the same screen UI as this post as our functionality looks different.

    Am after the option to keep a ticket open when Answerbot has provided a suitable response, so we can add additional fields to the ticket before solving.

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Joe - hm. Let me dig into this a bit more. Standby. 

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Paul - 

    Thanks for sharing the details of your use case; that's really helpful. Answer Bot was designed with the idea that it could suggest topics and people could therefore resolve their question with self-service, but you're right works better in a support implementation and not as well for a sales one. 

    Let me check around and see if this is configureable.

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