Working with Answer Bot (for agents) Follow

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12 comments

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    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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