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104 Comments

  • Mayra Pacheco

    Hi Jennifer and Greg,

    We're having some extra hurdles for some accounts that have domain mapped help centers. What you're seeing right now is the URL of the suggested article with the icon for an article that an agent may not have access to (the lock).

    Today, we'll be releasing a fix to update the incorrect logic for the lock icon. We're also working on ensuring that we can show you the title for the suggested articles. This last part is a bit more backend work so we'll release this before the end of the week.

     

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  • Paul Benson

    In case you guys didn't know, the link to sign up for early access which points to hello.zendesk.com is currently experiencing a certificate error prompting a warning from the browser:

    NET::ERR_CERT_COMMON_NAME_INVALID

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  • Mike Mortimer

    Hi Paul, thanks for the heads up. We're looking into that now

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  • Greg Pope

    I just noticed suggested articles with malformed urls that included .json in the url. 

     

    On a related note we're seeing a lot of duplicates. Three articles get suggested but two of the suggestions are the same article.

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  • Mikhail Vink

    Hi Mike,

    Could you please clarify how Automatic Answers deal with multi-brand Zendesk? Does it define the scope (=where to search the articles) by an active brand (or rather brand's help center) in addition to labels (when defined)?

    Thank you!

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  • Mike Mortimer

    Hi Greg, please send me the ticket IDs where you're getting duplicated articles? The example you've got there is actually 2 different articles (see the article IDs) - perhaps created twice in different locations?

    Mikhail, the solution uses the brand of the ticket and pulls articles based on that - the labels you define should be matched to the correct brand. So if you want to setup an Automatic Answers trigger for multiple brands and use labels, you'll need to create a trigger for each of the brands (so that you can specify the labels for each).

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  • Evan James

    My apologies if this has already been asked.

    If there is no relevant answer in the Help Center will an auto answer still be displayed?

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  • Mike Mortimer

    Evan, great question and something I should have done a better job at communicating from the outset, so my apologies. Currently Automatic Answers will always return the closest 3 article matches - if there are no relevant articles, the 3 closest are still returned. At the same time, we're capturing relevancy feedback (articles that customers use to mark their request as solved, and direct feedback customers give to tell us the articles are not relevant or related to their question) - as this dataset of relevancy signals grows, we'll begin to start filtering the non-relevant results.

    In addition, to help this feedback loop learn faster, we are building out (and aiming to release in the next week) the ability for agents to give feedback when articles are completely unrelated to the question.

    Hope this helps clarify, please let me know if there are any further questions?

    Thanks,
    Mike

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  • Evan James

    Awesome response. Thank you!

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  • Aja Varney

    Is there an update on the suggestions being URLs instead of formatted article titles? (We've still got URLs....)

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  • David Dean

    We're currently seeing about as many tickets solved a week with automatic answers as half an average agent completes, and it seems there is still a very long way to go with the relevance of the suggested articles. I'm excited to see this improve over the next few weeks.

    For reporting, the Insights - view only deflection tab shows us best performing and worst performing articles by the article number. Are there any plans to have the article title show on this page in the future instead so we have a better idea what might need work and what is going well, without clicking the links one by one? 

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  • Mayra Pacheco

    Hi Everyone,

    We've just released a fix for article titles. All accounts should now see article titles appearing in the Automatic Answers conversation item. Greg and Aja your accounts should be looking better now.

    Before the fix, some accounts were seeing the full URL instead of the help center article title.

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  • Greg Pope

    Ahh yes, Much nicer with just the article title.

    I just noticed the "Automatic Answers - Recent tickets not deflected when Automatic Answers offered this article" section of the article edit mode. So, a list of tickets that have a high probability of NOT being relevant to the article. What is the plan there? Why would I want to see those?

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  • Mike Mortimer

    Hi Greg, the purpose behind that module is to allow quick reference to tickets that were not deflected (where that article was suggested) and were also solved in one-touch (i.e. simple solve tickets that possibly should have been self-serviceable). Content managers could review the tickets and potentially make any updates to the article as a result. 

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  • Greg Pope

    Got it. Thanks Mike. Also I just noticed the "Improve Answers" option in the ticket. That's a great addition and should help improve the relevancy.

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  • Giovanni Laurelli

    We’re currently in the process of setting up Automatic Answers, and are experiencing some issues retrieving articles.

    Seems like the trigger is triggering properly as we are receiving the response email, however, there are no suggested articles.

    Do you have any insight on why this isn’t working?   Also, if there aren’t any suggested articles, I would rather not send a auto-response email.  Is this possible?

    I've sent an email to answers@product.zendesk.com but have yet to receive a response.

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  • Nicole - Community Manager

    @Giovanni have you checked out the Automatic Answers Beta forum yet? It's possible that other users have had similar issues and can answer this for you. 

     

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  • Mike Mortimer

    Hi Giovanni, we probably didn't get your email we've setup automatic-answers@product.zendesk.com -- can you resend to that address and we'll jump in and take a look? Most of the time when that happens it could be a few reasons:

    1) You've used an article label on the trigger that contains no articles
    2) You've submitted a REALLY short test ticket (if the subject and description is less than 7 words will not activate the suggestions - the feature requires a proper verbose example of real ticket content, i.e. a real subject and description longer than 7 words.
    3) The placeholders in the trigger are missing

    I'll also trigger a refresh of your model to ensure that no stale articles are causing the issue.

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  • Aaron O.

    Is there a way to better tune the articles suggested then just the agents\customers selecting articles or marking them not relevant. For instance I had a case put in related to an article I created just a couple days before. Auto Answers didn't pickup the key word and didn't suggest my article that would have answered this question. Is there anything within the article I could of done do help auto answers. 

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  • Mike Mortimer

    Hi Aaron, we are literally in the process of shifting to consuming updates from the help center in real-time - what likely occurred here is that the new article was not actually in your account model yet (and therefore couldn't be suggested). We'll be putting all accounts onto a real-time cycle this week so any changes, new articles created, articles deleted will be reflected in your model (and the suggestions) immediately.

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  • Mustafa Habib

    Hello,

    This feature looks promising, any idea when this might work with Arabic? :)

     

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  • Mike Mortimer

    Hi Mustafa, we'd love to support multiple language but there is no timeline / ETA for any language extension as this time

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  • Evan James

    I wonder if anyone else is having the following issue...

    Customer receives auto answers, clicks on one and solves their request. Then, when they get the, "How would you rate our service" email, they reply Bad and state no one responded to their question.

    It seems our customers are thinking the article may have provided an answer they were looking for, but not understanding that by clicking close request, their actually closing the support ticket they initiated.

    This has now happened more than five times so that is why I'm posting about it...

     

     

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  • Aja Varney

    @Evan, 
    We're definitely seeing the same issue. Having walked through the customer side of the experience, this is definitely "user error" as the process is pretty clear, but we were catching quite a few bad ratings as a result. 

    I'm not sure what the best solve is long term (or if there really is one?), but our workaround is:
    - create a View for all tickets that were solved with Auto Answers in the last 7 days. 
    - in our View, we also show what the satisfaction rating is
    - If someone rated "bad" we review that ticket and reach out to the customer
    - Once we've addressed the situation, we provide the customer the link/instructions to change the bad rating to good - which has been pretty successful. 

    That said, the downside of this approach is that you need to review these tickets daily, in order to be addressing them in a timely fashion. 

    Anyone else have any strategies for managing this issue?

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  • Evan James

    @Aja - thanks for the advice. We will implement that for the time being.

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  • Greg Pope

    Evan we've also seen this a handful of times.

     

    Aja how are you creating the view? I don't see Answer Bot in any trigger conditions or table columns.

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  • Aja Varney

    @Greg, 

    Originally, so I could check out how this feature was working, I included a tag in our Answer Bot trigger. 

    So, for example, our "inbound email" trigger:
    1) Assigns to a group
    2) Notifications: Answer Bot, Requester
    3) Auto-response email (thanks for your email...), with the automatic answers list in it
    4) Indicates the article labels to be included in the Answer Bot answers
    AND
    5) Adds the tag "Answers_Offered" for tracking purposes

    So, when I come to building the view, I use that tag and then the ticket condition. Looks like this:
    Ticket Status is Less Than Closed
    Ticket: Hours since created is (calendar) Less Than 168
    Ticket: Tags contains at least one of the following Answers_Offered (that's the tag I chose above)

    I'm sure there's a few different ways to set this up, but this was the one that seemed simplest to us (we use a lot of tags for tracking, etc.). 

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  • Wouter van Gessel

    If Dutch would become available, we would be very happy to use this feature!

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  • Greg Pope

    Ahh that works. Thank you so much Aja!

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  • David Medina

    Dumb question, but just confirming that this only works if you have your KB built out in Zendesk correct? If I have my KB hosted somewhere else this will not work. Any plans on allowing integrations in the future?

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