So a customer has written in and Answer Bot has suggested articles to help the customer with their request - what do you do with that?
Below are some best practices and tips for agents as they handle tickets after Answer Bot has sent out article suggestions, including:
- Highlight a specific area of the article that helps your customer
- Use your own words
- Call out Answer Bot
Highlight a specific area of the article that helps your customer
If Answer Bot has suggested the correct article, and the customer is still having trouble - you can draw attention to the specific area of the article that will solves the issue. Screenshots of the particular area of the article or linking to the exact topic of the article can help with this.
Use your own words
When handling tickets with Answer Bot, it’s important to add an extra layer of human touch. Use your own words to convey the solution to the customer. Answer Bot doesn’t know the best gif or emoji to use...yet.
Call out Answer Bot
Feel free to address the elephant in the room (or the bot in the ticket...). If Answer Bot suggests a few articles and might not have answered the customer’s question. You can use language like:
“I noticed that Answer Bot suggested a couple articles for you here, were you able to check those out? Was there any part of the article I can help clarify?”
“So sorry the suggested articles weren’t helpful for you here, we’ve marked those articles as off topic. I’d be happy to help here!”
This reminds the customer that they are now talking to a human!