Working with Answer Bot (for agents)

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23 Comments

  • Jason Rhodes

    When is this feature becoming available?

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  • Aimee Spanier

    Hi, Jason. You can find Admin-appropriate documentation now, at About Answer Bot.

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  • Jason Rhodes

    This is exciting @aimee. I see it's not yet enabled in my admin, so should I keep looking or will I be notified as soon as I can turn it on?

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  • Joe Lubushkin

    @zendesk does anyone know if Answer Bot can be used with an external knowledge base? I am using Helpjuice to host my support articles and would love to implement Zendesk Auto Bot to point my customers to the help articles on Helpjuice with the option for them to resolve their own request.

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  • Nicole - Community Manager

    Hey Joe - 

    Welcome to the Zendesk Community! At this point in time, Answer Bot is only available for Zendesk Guide. But thanks for raising that use case - I mentioned it to the PM as something to consider in the long term. 

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  • Isabeau Bruno | SendCloud

    Hi!

     

    Any idea on when the Answer Bot will be available in multi-language?

    We are looking for the following languages:

    - Dutch

    - German

    - French

     

    Thanks! 

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  • Nicole - Community Manager

    Hi Isabeau - 

    The Product team does have plans to roll Answer Bot out for other languages, but we cannot provide a specific time frame for that. Stay tuned for updates as those move into betas! 

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  • Jaleel S Beck

    I see it is possible to remove unhelpful topics, but is there a way to ADD helpful ones when checking tickets?  For example, two out of three unhelpful topics were sent to a customer, with the somewhat relevant one not answering his question.  However I knew of one that was helpful in this instance and surprisingly didn't appear.  Is there a feature to suggest a helpful topic so that the answer bot is more likely to choose it next time?

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  • Thomas D'Hoe

    Hi,

    Shows Answer Bot only end-user content only?
    So no articles that are "hidden" for agents (but only relevant to the end user)?

    Thanks!

    Thomas

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  • Mike Mortimer

    Hi Thomas, Answer Bot respects the article permissions / restrictions set for each requester - the end user will only ever be suggested articles that they have access to. If the requester is an agent, for example, they may be sent restricted content because they have access to it, whereas non-agents would not be sent that content. Hope that helps!

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  • Jaleel S Beck

    I'd really like the option to suggest articles that answer bot should refer to in a specific situation, not just remove topics that aren't relevant.  That way it could learn that there are topics worthwhile to send to the customer.

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  • Mike Mortimer

    @Jaleel, you don't need to do anything special for Answer Bot to learn in these cases. Just keep using articles when you reply and solve your tickets and Answer Bot will use those connections to learn over time. The global model gets re-trained every couple of months, so these new signals will be included in time. For more immediate results, optimising your articles will have the best impact. Learn more here: https://support.zendesk.com/hc/en-us/articles/115011212647-Best-practices-Training-Answer-Bot-to-find-the-right-articles-more-easily

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  • Rutwik Kadam

    Hello,

     

    Is it possible to use answer bot only for zendesk agent to search through articles? We dont want to use it to interact with client but our agent should be able to use it to find reference articles quickly.

     

     

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  • Nicole - Community Manager

    Hi Rutwik -

    Yes, you can use Answer Bot for Agents only. Here's the article about Answer Bot for Agents.

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  • Allison Sargent

    Hello, 

    I have noticed that some of the Answer Bot tickets that are marked as "Solved" come from "Unknown (Answer Bot)" as the name of the end-user. There is not customer info provided. Why is this? 

    Also, how can I see a view for the tickets that were not solved through answer bot? 

    If you need additional info from me for clarification, please let me know!

    Allison 

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  • Mike Mortimer

    Hi Allison, the unknown user is created for any question resolved by the Answer Bot Widget EAP experience. In that experience we don't capture the user details so we can't assign these solved tickets to a known requester. 

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  • Allison Sargent

    Thanks, Mike. The other question I have is if there is an easy way to view the Answer Bot tickets where the articles were NOT helpful. I would like to review those tickets in order to determine what revisions need to be made on select KB articles. 

    Thanks!

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  • Mike Mortimer

    Hi Allison, there is no easy way to currently view a report on this. We are looking to extend Insights reporting in the future to allow you to more easily report on this though.

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  • Allison Sargent

    Hello again Mike, 

    Thanks for the comment. I want to dive in a level further to see if:

    1. You have an ETA for the insights reporting?

    2. Is there any time that we can assume instances in which the AnswerBot did fire, but it wasn't determined to solve the request as "not helpful?"

    As the Content creator I am in need of this info on order to improve articles deemed "not helpful" as I am sure you can understand!

    Thank you for your help! I look forward to your reply. 

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  • Allison Sargent

    Hi @Mike, 

    Checking in again on my questions (above). Answer Bot is a main focus for us right now so if you can shed some light on this that would be most helpful!

    If there is someone else I can speak to as well, let me know!

    Thank you, 

    Allison 

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  • Mike Mortimer

    Hi Allison, no ETA on the extended reporting capabilities at the moment. 

    Is your second question trying to dig into cases where Answer Bot fired and suggested articles and no feedback was given at all? I.e. wasn't solved but it also wasn't marked as unhelpful? If you're trying to find all articles that were marked unhelpful, there is no easy way to do that currently. This will be possible with the extended reporting. I might follow up in a ticket for you.

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  • Claire

    I just watched the What's New at Zendesk webinar and learned that you can integrate Answerbot in Slack, however I don't see a way to set this up. Can someone please point me in the right direction? 

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  • Greg

    Hi Claire! This is currently an EAP and you can sign up for that here: https://support.zendesk.com/hc/en-us/community/posts/360004380327-What-is-the-Answer-Bot-for-Slack-integration- 

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