Answer Bot resources

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104 Comments

  • Mike Mortimer

    Hey Hugo and Sean, Answer Bot is currently in slow rollout to select customers who had been signed up to the EAP waitlist. Stay tuned for the broader release to all customers very soon!

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  • Hoff Ho

    Hi Mike, we are on legacy subscriptions (Support Plus and Guide Legacy). Just wanted to check that Answer Bot is available to us as an add-on.

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  • Mike Mortimer

    Hi Hoff - correct, once it's launched to general availability, all customers with Guide Legacy or Guide Professional will be able to trial and purchase Answer Bot as an add-on to Guide.

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  • Great product but the price is inadequate. It should be not more than 10 cents not 1$ per resolution. 

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  • Mike Mortimer

    Hi Геннадий - with Answer Bot, only questions that are solved by Answer Bot are counted towards your subscription limit, which is based on $1 per successful resolution. We've done a lot of research to benchmark the cost to solve a question, by a human representative, at an average of $4. So Answer Bot should represent great value!

     

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  • Kelly

    Just wondering if this will ever be made available to external KBases? We currently don't use Guide but we would really love to use this feature.

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  • Magnus Palm

    Hi Mike - any words on when Answer Bot will be available in other languages than English? 

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  • Shannon Lewis

    I can't figure out why Answerbot has not figured out which Helpcenter article to send when customer's open a ticket asking for our W9.  We have a help center article with that information and it has the appropriate labels.  We also send that article when we answer the ticket.  This seems really straight forward and I would have expected after all this time for Answerbot to have figure this out.  Any suggestions on how to get it to include the proper Help Center Article?

    thanks in advance,

    Shannon

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  • Brendan Farrar-Foley

    @shannon I have no idea if this is the case or not, but many systems will not count words less than 3 characters as tokens.  Are there other keywords you can try to use that might meet the criteria?  

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  • Nicolas Scherrer

    Do you already know when the answer bot will be available in german and french? And could you inform us as soon as it will be? 

    After the thirty days of trial will the account be changed to a paid one automatically or do we have to end the trial subscription?

    Also we would like to test the answer bot again for the full thirty days, once it is available in german.

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  • Mike Mortimer

    Hey Nicolas, Answer Bot is already operational now with German and French :) After the 30 days you'll need to choose an Answer Bot subscription to continue using it. Your Answer Bot triggers will continue to fire however it will no longer be suggesting any articles. If you want to get a trial extension, simply contact the support team and we can look into that for you.

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  • Mirjam Happel

    We have Answer Bot enabled on web forms now for a month or so and I'm sorry to say, but it is not working as I expected. Users are structurally closing their tickets while they do not intend to. I have been gathering some data and more than 50% of the answer bot resolutions are unintended.

    I guess they are seeing the button to close the request as a button close the window... Is there any way to change the text on the button to something that is more clear to the user?

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  • Eric Norris

    We have recently expanded out some of our guide articles to include multiple languages. For Answer Bot to work properly, would we need to add labels that are translations of the labels we currently have? i.e, if we now have a French translation live for one of our KB articles, should we have French labels in the KB article so that Answer Bot is able to properly provide that article to our French customer.

    Thanks!

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  • Madison Davis

    Hey Eric! Great question. Answer Bot actually doesn't reference labels the same way search does. For example, Help Center search uses labels that match an end user's search terms to boost relevant results, but Answer Bot only uses the article's title and the first 75 words of the body to determine whether it's the right article to suggest or not.

    Labels on articles can be used to scope the pool of content Answer Bot pulls from, but they are optional. You can read more about using labels with Answer Bot here. I hope this helps!

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