When you’re starting out with Answer Bot, it can be difficult to know how to prepare for and use the feature in the best way possible. In this article, we’ve included four things you can do before, and shortly after, implementing Answer Bot, that can set you up for success.
This article includes the following suggestions:
For a list of all Answer Bot-related documentation, see Answer Bot resources.
Writing the right articles
In many cases, we find that customers haven’t done enough prep work before they start using Answer Bot. One key step you can take is to audit your recent tickets -- maybe from the previous week -- to find tickets where customers could have self-solved their problem.
- Review tickets where a macro was used to solve the problem in one touch. Could there be an article for this? Go write that article.
- Review common tickets that were just answered in one touch: Could there be an article for those that would have allowed customers to self-solve? Go write that article.
Using customer segments and article labels together
The power of article labels really becomes evident in a situation where you can segment your customers during ticket creation. Here’s a scenario:
You’re a game developer supporting iOS and Android platforms. You have two channels for incoming tickets: one for iOS issues and one for Android. Using trigger conditions, you can create two Answer Bot triggers, one for each channel. Then you can use article labels to serve up only iOS or Android articles where they make sense.
Your customers may be more varied than that, so stop for a second and really think about how you can best segment them, and create useful conditions around them. Then, you can serve them the best articles possible.
Checking your placeholders
It almost goes without saying, but if you don’t put gas in the car, the car isn’t going anywhere. The Answer Bot placeholders are a key part of the feature. They determine how suggested articles are displayed in the responses sent to your end users.
Make sure you set them up properly using the
Using Answer Bot in the Web Widget
You can add Answer Bot's self-service capabilities wherever you've implemented the Web Widget. For Zendesk Chat customers, this also allows for a fluid and consistent self-service experience prior to a chat escalation, freeing up your Chat and Support agents to focus on the customer service issues that require human touch.
- Enabling and using Answer Bot in the Web Widget (Professional and Enterprise Add-On)
- Configuring Answer Bot in the Web Widget
Monitoring early Answer Bot performance
If you're using Support Professional or Enterprise, you can monitor, report, and slice away at your tickets and their deflection data using Explore. You can learn a lot from the pre-built reports and if you have Explore Professional, you can create your own reports to dig deeper into your data.
Soon after you begin using Answer Bot - that is, after it's been turned on and used to respond to tickets - the Zendesk Guide Explore dashboard becomes available. On the Answer Bot tab of the dashboard, you can see how Answer Bot is working for you