Viewing and managing your Answer Bot settings

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63 Comments

  • Nicole - Community Manager
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    ...and one more update. Here's how you would set up that trigger so it would only go to the subset of people you're asking about (and not everyone): 
    and then have the CSAT automation based off of the custom field or tag; either will work. 

    I know it's not quite what you guys were looking for as far as the tag you want, but it should solve the problem for you in the meantime.

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  • Joe Fedric
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    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.

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  • Nicole - Community Manager
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    Agreed. Simple is almost always better. Glad we were able to figure out a solution that works for your use case! 

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  • Marrit
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    Will there be other languages in which this bot will work? Since it's now only English.

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  • Nicole - Community Manager
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    Hey Marrit - 

    Yes, the plan is to roll Answer Bot out for additional languages in the future. We don't have specifics yet, but localization is on the roadmap. 

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  • Joerg Klaas
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    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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  • Nicole - Community Manager
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    Hey Joerg - 

    We don't have any official word on language support for Answer Bot yet. We just know that it is something they're planning to develop. But, we'll keep you posted!

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  • Fatoumata Correa
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    Hi,

    Can we used The Answer Bot with french articles?

     

    Fatoumata

     

     

     

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  • Ian Maison
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    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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  • Thibault
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    So you can use the tags on the article to suggest the answer bot to use some. It would be great to be able to use the tags to exclude tags as well.

    For example, the Bot is over-matching answers on our "Release Notes" articles. I would like to be able to exclude all the articles with the tag release_notes or from a specific section.

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  • Margherita
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    I don't see a way to filter tickets that were closed by answer bot (aka. customers that clicked "Yes, close my request"). Am I missing something? 
    I'd be interested to see which kind of answers have been solved by the bot. 

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  • Jason Maynard
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    @Margherita - You can do this by adding a tag to any Answer Bot ticket in the trigger. There is an article on how to handle it below.

    https://support.zendesk.com/hc/en-us/articles/115011210367-Best-practices-Setting-up-Answer-Bot-triggers-views-and-workflows#h6sj62nqvip1ywrfsne4sgstjelcu

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  • Stephen Greenfield
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    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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  • Dirk Luttermann
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    Great concept! We would use it!

    German please!

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  • Wes Shank
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    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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  • Heather Hensley
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    @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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  • Adam Gudmundsson
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    When is support for more languages coming out? 
    Our team would be happy to help with translations to our native language to speed up the process.

     

    @Heater, they have one in trial right now. It works a bit differently, though. But one is on its way.

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  • Cyrup
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    I have two questions. We have English set up on Enterprise Support, however, we frequently receive tickets from players in other languages.

    If Answer Bot is also set up for English, how does it analyse non-English tickets? Does it do anything? 

    Also, what does "Answer Bot is currently only available in English, Spanish, Portuguese, French, German, and Dutch." mean - if I haven't set up my Support to use anything other than English, can Answer Bot separately respond in those languages? Or do I need to have my support set up to support other languages? We are a small team so we only have English speakers.

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  • James Sanford
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    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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  • Tony Ho
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    Hi - we're currently looking to implement Answerbot on our Enterprise account in first the Submit a Request page webform and eventually on our emails and triggers.

    We've found some use-ability concerns I thought would be good to raise as feedback in trying to set up and implement the feature:

    1) It would be great if the "Configure and Test" options were not hidden until hovered on. Or a callout that there are additional hidden settings to manage the webforms. It was actually pretty difficult in figuring that out and required us reaching out to LiveChat for some live navigation help too.

    2) On restricting articles - are there plans to maybe include an "Ignore" setting to have the AnswerBot ignore labels? For our use case - we are wanting to have some articles not come up on the webform as we instead prefer to handle requests human to human on certain subjects. The setting right now as it stands is that you can restrict articles *to be searched only* if you set the labels in there.

    It would be great however for us as the system already searches all articles by default - to include a "ignore label" and to not serve up that article instead. Right now for our workflow - we would have to include a label such as "answer_bot_page" on every single article we want to be served in AnswerBot. This in turn now gives us some difficulty as there are label limits on article also.

    We love the system and look forward to continued development! :-)

    Thanks!

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  • Eric Norris
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    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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  • Rebecca McMurry
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    I'm researching Answer Bot but cannot access the Answer Bot Community Forum mentioned above. Can I get access?

     

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  • Jessie Schutz
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    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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  • Madhavan Buddha
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    Please help us with the following issue:

    We are able to capture tickets only when Answerbot answers correctly i.e. only when the end user clicks "Yes, the article was helpful". But, we don't get any tickets if the user clicks "No, the article did not help" or simply doesn't select any response (even if responses may have been correct). So, we don't know how many times Answerbot  answered incorrectly/provided unsatisfactory responses nor how many times end users did not select any feedback response. The dialogue between Answerbot and end user is not available in the database. Could you fix this or suggest where we can get this insight ?

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  • James Sanford
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    Hey Madhavan!

    "The dialogue between Answerbot and end user is not available in the database."  

    Based on this information it sounds like you are referencing the Answer Bot for Web Widget EAP which will have a very different experience than other Answer Bot offerings.  As an EAP the functionality that you are referencing may not be completed at this time and would be subject to change.  I recommend reaching out in the EAP forums or searching for customers who have asked a similar question in those forums. 

    It sounds like the questions you have may be best answered by the product manager in this comment, which goes over how the tickets for this functionality are created.

     

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  • David M Cardoso
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    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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  • Brett - Community Manager
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    Thanks for the suggestion David!

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

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  • Nathalie Mangan
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    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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  • Brett - Community Manager
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    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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  • Nathalie Mangan
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    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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