Answer Bot resources

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104 Comments

  • Leah

    Hey David, 

    Not a dumb question! You are correct in that this only works for a KB in Zendesk. Presently, we don't have any plans for integrations with external Help Centers, but keep an eye out as things are constantly changing around here! 

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  • David Medina

    Thanks Leah!

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  • Joanna van Beuzekom

    I am guessing this needs tickets to run?

    I find the feature pretty interesting as the search algorithm does not always help our visitors get the best results out of the KnowledgeBase, but we are not using the ticketing system. 

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  • Erin Boyle

    Hey Mike!

    Long-time reader, first time commenter... ;)

    Is there a way to explicitly remove a public article from those the answer bot will consider? I've got a couple different versions of an article that will be linked from our product depending on the circumstance as a part of an n-way experiment, and I really don't want the conflicting versions to be served up via automatic answers.

    Hope all is well!
    eb

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  • Mike Mortimer

    HI Joanna, the main benefit of this feature is definitely aligned with Support and helping end-users who send in questions get their answers more quickly and easily - you do need Support (tickets) to make use of this.

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  • Kathryn Leparik

    Hi,

     

    My insights dashboard is showing a deflection tab now, but I don't have answer bot access to set it up. Is there a reason for this? Am i missing something?

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  • Stefanie

    Hi Mike, I see the Early Access Program is closed for new applicants. When will this feature be available? Is there any chance to be added?

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  • Cameron D.

    Hey Mike -- we've been running Answer But for over a week now, but no Deflections tab in insights!

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  • Mike Mortimer

    Hey Cam, I've just jumped in to take a look - head to Insights, open the "Insights - View only" default dashboard, then you should see a "Deflection" tab at the end. Happy to connect direct if needed to walk through the reporting, just let me know ;)

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  • Soporte

    We would like to have it in Spanish. :-(

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  • Mikayla Welborn

    If a customer solves their own ticket using Answer Bot, I don't want to send them a satisfaction survey. How could I exclude these tickets from our satisfaction survey automation?

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  • Jennifer Haight

    If you're adding a tag to tickets solved by Answer Bot, you could add a condition to your satisfaction survey trigger to check whether that tag is present. If the tag is there, don't send the survey.

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  • Mikayla Welborn

    @Jennifer thanks for the tip. Do you know what condition(s) I can use to tag tickets solved by Answer Bot?

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  • Cameron D.

    @Mikayla, this is how we (and I assume Jennifer) do it.

    Add a set of labels to whichever trigger sends your answerbot emails. For example, "answerbot_attempted" and "solved_by_answerbot"

    Then, assuming that any case where answerbot ran but an agent replied means the case wasn't solved by answerbot, we use this trigger to strip the "solved_by_answerbot" tag:



    This means the cases that keep that tag were actually solved, and in your CSAT survey Automation you can add "solved_by_anwerbot" as an exception with:

    "Ticket: Tags -- Contains none of the following"

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  • Mikayla Welborn

    Thanks I'll give that a try!

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  • Berk M

    Hey Mike

    Any estimation when this feature will be multilingual? We are all set, we are operating in 4 different languages (Swedish, Portuguese, Turkish and English) but only English works for now. However we are looking forward for other languages to work as well. 

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  • Joshua Bentley

    Any update on when this will be available to those who didn't make the early access cut off?

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  • Mike Mortimer

    Hey Josh, you've got mail ;)

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  • Joshua Bentley

    @Mike Mortimer - I saw that! Thank you for adding me! I'll start playing around with it ASAP.

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  • Leigh Bible

    Sorry if I missed this in the above chain, but has anyone found a way to stop the automation from sending if the Agent created the ticket on the End User's behalf? EX: I need to proactively reach out to a customer via email. I create a new ticket setting the customer as the requester and email them = Answer Bot should NOT suggest solutions? Thank you in advance!

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  • Mike Mortimer

    Hi Leigh, this one was answered in the beta community group - https://support.zendesk.com/hc/en-us/community/posts/115000764928-Stopping-Agent-Created-tickets-from-triggering-AA - let us know how you go and if you have any follow-up questions.

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  • Craig Smith

    Any chance I can sneak into this beta even though it is officially closed?

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  • Lance Conzett

    I'd also like to know when this is going live, if you guys have an idea of a release date. We're evaluating some other support AI services but always prefer to keep everything under the same roof whenever possible. Since we're using both Zendesk Support and Guide extensively, it seems like Answer Bot would be a great solution for us. Thanks!

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  • Leif

    Hi Mike,

    I'm seeing the prompt to buy now, but I'm not seeing any links that'll go over the pricing, etc. Will that be coming soon? Thanks!

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  • Nicole - Community Manager

     

    Craig - Answer Bot will be available soon, so we aren't adding anyone else to the Beta at the moment. Stay tuned and we'll let you know once it's live! It won't be long. 

    Lance - Coming very soon - stay tuned!

    Leif - I'm not sure why that info isn't available, but I'd guess it'll come out once Answer Bot has been more broadly rolled out. 

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  • Mike Mortimer

    Leif, if you're the account owner you can see the pricing when you go through to manage your subscription - head to admin > subscription > manage (or hit the buy now button). Answer Bot should be available as an add-on option to Guide and you'll be able to manipulate the slider to select a monthly usage limit. 

    Craig and Lance - as Nicole mentioned, stay tuned for the public launch happening very soon! :)

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  • Hugo Vieira

    I am using the Essential Plan. Can I test the Bot as well? I can only see the "Request Access" button under Admin > Business Rules > Answer Bot.

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  • Shannon Lewis

    It would be great if we could have a tag that would tell AnswerBot not to include this article ever. We have some articles that are public, but are not ones that we would send to answer questions. For instance we have articles on how we hire, benefits etc.  

    thanks,

    Shannon

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  • Mike Mortimer

    Hi Shannon,

    Answer Bot adheres to the permissions set on the articles for each request. Only articles that the requester has access to will ever be sent. So your internal articles are safe :)

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  • Sean Needham

    @Mike, I get the same as Hugo. I can only see the "Request Access" button under Admin > Business Rules > Answer Bot. I'd like to enable and test it. Am I missing something? Sean. 

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