Announcing the next phase of Automatic Answers Follow

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15 comments

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    Kundenbetreuung

    Hello Mike,

     

    is it an option for you to develop such automatic answers for Zendesk Chat as well (e.g. ChatBot).

    If yes, might it be an option let i integrate with our knowledgebases than the one from Zendesk Support as well?

     

    Hope to hear from you soon! Thanks!

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    Mike Mortimer

    Hey Kundenbetreuung, we are definitely considering how to apply such a solution to other products and channels at Zendesk while ensuring that the delivery mechanism (chatbot or other) is the most well suited to each product / channel. In terms of integrations with other knowledge bases, we'll need to see... Currently we feel we can deliver the best experience with a deep and seamless integration to Help Center

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    Pete LeRoy

    When we sign up for the Early Access Program, is the detailed deflection reporting in Insights available immediately?

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    Mike Mortimer

    Hey Pete, we're just finalising the initial default dashboard and we should have it activated on the EAP customer insights projects within 48 hours.

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    Pete LeRoy

    Mike, that's great news, thanks! Another question: can you provide more explanation on how "artificial intelligence" works? Our HC search field appears to use Instant Search, which displays article suggestions, but is apparently limited to article titles. Our ticket submission web form uses Smart Search, where article suggestions are displayed based on article titles AND article content. In the sub-section above titled "Configurability", it mentions the usage of labels. I'm trying to understand what our expectation should be with Automatic Answers. Thanks, Pete    

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    Brian Lim

    I would also like an answer to Pete LeRoy's question posted on Monday at 15:15 about how it chooses which article to show. 

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    Mike Mortimer

    Hi Pete (and Brian), Automatic Answers is powered by a deep neural network that understands the language of customer support. What this means is that instead of matching keywords, it tries to understand the meaning behind sentences in a customer query in the subject and description of the ticket. We then locate help center articles that address similar topics. It returns the top 3 closest articles to the question being asked.

    Your expectation should be that this uses a completely new and different way to interpret and select the suggested articles - we built it this way because our aim is to offer self-serve capabilities for email and most emails are long form questions (not keyword oriented as you would find in search or even the ticket submission web form).

    Let me know if there are further questions?

    Thanks!

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    Joel Mayer

    Naturally, the next question is if/when will the "deep neural network that understands the language of customer support" be available in other deflection hotspots like the widget, HC search, support ticket requests, etc.?

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    Pete LeRoy

    Mike, thanks for the response to my question, but I could benefit from having specifics on the logic. I've created several test tickets so far and the resulting Automatic Answers are not relevant to the request. One of our KB articles is titled "HTML Widget". I tried to get this article to display as one of the suggested articles in the Automatic Answers notification. So, I submitted a ticket using "HTML Widget" as the email subject line and "Does G5 Marketing Cloud have an HTML Widget?" as the email content. The suggested articles didn't include our "HTML Widget" article. Your previous reply states that Automatic Answers does not match keywords, but still, why would the deep neural network not produce it as a result so obviously a match? So far, I favor the logic used in Smart Search much better. Thanks, Pete          

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    Brian Lim

    Mike / Pete - I'm having the same exact issue. 

    This is the thing that's really keeping us from launching automatic answers. We currently have our top 10 FAQ answers in our existing auto responder. I am putting in test support tickets trying to get automatic answers to at least pull up the most relevant articles for these top 10 and we're struggling.

    I believe it said that it gets better over time. How does that work? 

    Does it also look at thumbs up / thumbs down on the help center article itself?

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    Steve Morrell

    Will automatic answers account for articles that are not available to the user. 

    For example, if I have a section set up just for members of the organization "Microsoft", if a user from organization "Apple" searches the helpcenter, they will not see articles for "Microsoft" that would otherwise match search criteria.

    Will this be the case for Automatic Answers, so "Microsoft"-only articles are not presented to "Apple" users?

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    Mike Mortimer

    Hey everyone!

    Joel, great question - we are definitely considering the best way to integrated this functionality into other channels, in the most effective way possible.

    Pete, can you send in the ticket IDs to automatic-answers@product.zendesk.com so we can take a look at your specific examples to understand what's going on? It should match so there may be an issue with your model or we don't have all the articles embedded.

    Brian, same deal - please send us some example ticket IDs and the articles you think should have been suggested so we can look into it.

    Steve, we built Automatic Answers to work with the existing restrictions you've created in your help center. Only the articles that each user has access to will ever be returned back to them. If you've built those sections and made them restricted, you can be assured that we enforce those same restrictions using this feature! :)

    Thanks for the questions and feedback - keep 'em coming!

     

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    Pete LeRoy

    Mike, I just sent an email with the ticket ID I used to test. Thanks for your attention to this! Pete  

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    richard

    Hi Mike, 

    We're trying to get Automatic Answers to use an organization field as in input, i.e our knowledge base responses are highly contextual so this field is an important signal for any search / neural net. Is this possible? 

    Cheers,
    Richard

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    Herbert Caragayn

    No Deflection tab in Insights, we already activated this since last week. We want to check the report to verify if Automatic Answers Program is suitable or helping us.

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