Introducing Answer Bot for Agents

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24 Comments

  • A.J. Bouchard

    Will this feature be accessible from the side-bar KC app? Or only in the comment editor KC app?

    1
  • Travis Abdelhamed

    Will this be automatically added to the KC App, or will we need to enable this feature?

    1
  • Ryan McGrew

    Hey @A.J.

    This is only available in the Editor app location.

     

    Hey @Travis,

    This will be enabled by default, but we are rolling it out slowly between now and September 21st. So it might take a few days before it's enabled in your account.

    Thanks!

    0
  • Ahmed Tapl

    is that will be available on my account soon?

    1
  • Lila

    We don't yet use the KC app but are interested, and this feature sounds interesting.  But I am wondering how it works with branding?   

    From what I read, it appears that the KC app defaults to the brand of the ticket but the agent can switch it.  Does answer bot in the KC app work the same way?  We use branded help centers for agent/internal only content vs public content and may need to switch between them

    2
  • A.J. Bouchard

    Thanks @Ryan! Another question - Is there a toggle on the Admin side to enable or disable this feature for the KC app?

    2
  • Chris Wilson

    I see the Answer Bot logo showing in our KC app which I'm excited about.  I tried going into a few tickets that I thought it would get based on context, but it missed all of them or was still trying to search based only on the subject line it seemed?

    Is there anything I can do within Guide to improve the accuracy, or will this improve automatically over time as our agents use the KC app to say this type of ticket typically gets this type of response?

    Also curious if there are any plans to make this consider things like customer data, i.e. if we see a customer is stuck in the sign up flow at the adding phone number step, it could be helpful potentially to make suggestions geared towards that additionally.  Just a thought 🤔

    Hi from SF, Mike 👋

    2
  • Kevin Nester

    Will this only be available in tickets or will this also be available in Chat to help speed up conversations with customers in that communication channel?

    0
  • Ryan McGrew

    Hey @Lila,

    You're correct that by default the KC App will search in the brand of the ticket. You can also select different brands to search in if you'd like. There's also a setting to modify this behavior. You can read more here.

    Hey @A.J.,

    There is not currently a toggle to disable this feature. But we plan to introduce a setting to disable the "self solve" behavior for end users, if you'd like 

    Hey @Chris,

    Sorry to hear you're not getting relevant results. The model uses the last comment from the requester, if for some reason Answer Bot doesn't have suggestions it will fall back to the old search beahvior. In general, the same best practices for Answer Bot also apply to Answer Bot for Agents.

    Hey @Kevin,

    Right now, the Knowledge Capture application is only available in Support. We've had preliminary discussion about also moving it over to Chat but don't have that work scheduled at the moment.

    Thanks!

     

    0
  • Lila

    Thanks Ryan! 

    Great to know that this allows brand switching and that it appears it can be manually controlled by the agent!  Just FYI in the Q&A for the What's New Webinar yesterday they said the functionality didn't support brand switching.

    +1 on the ability to disable Answer Bot for Agents in the KC App.  We are interested in both, and it would be a shame if we decided decided after trialing that we need some optimizations for Answer Bot to work well and were forced to disable the entire KC App.  

    A few more questions:

    1.   Does this work on internal AND public comments?  In this article, you seem to indicate it uses the last comment from the requester so it sounds like only public.  The Q&A folks said it would work on both, but, I'd like to confirm with you...

    I am asking because it seems like the primary use case for this is email/web form tickets.  Our tickets skew more towards calls than emails/web form so just trying to understand if/how this feature could work for call tickets which are internal (at least at first).

    2.  Can you explain what the "old search behavior" is that Answer Bot falls back to if it doesn't have suggestions?

    0
  • Ryan McGrew

    Hey Lila,

    I'll try to answer a few of the questions below. Answer Bot for Agents is totally free to use and does not depend on your Answer Bot trial/subscription or anything else. We'll be introducing a way to turn off the ability to allow customers clicking on links from Answer Bot for Agents to solve their own tickets directly from the article page. Let me know if that makes sense.

    1. When searching for suggest articles, Answer Bot will look at the last public comment from the requester of the ticket. You can insert the suggested articles in either public or private comments. We'll have to explore the workflow for Talk tickets a little bit more, as you're correct we've designed it primarily for the email or web form experience.
    2. The "old search" behavior used our Help Center search to search the title of the ticket to find related articles. This wasn't ideal if the title of the ticket wasn't very descriptive or the context or subject of the ticket conversation changed.

    Thanks!

     

    0
  • Marty Whitby

    This sounds great. If you don't have an Answer Bot subscription, how do we get the widget to appear within the article?

    It looks like it's enabled on our account but it didn't appear in the article when we tested it out.

     

    0
  • Ryan McGrew

    Hey Marty,

    When using the Knowledge Capture, just link the article suggested by Answer Bot into the public reply to the ticket requester. When clicking on that link in the response, the Answer Bot widget should then open when looking at the article. Let me know if that's not working for you.

    Thanks!

    0
  • AndyR

    Will this be available for Guide Legacy?

    0
  • Ryan McGrew

    Hey @AndryR,

    Yes it is available for Guide Legacy as well.

    Thanks!

    0
  • Michael Buch-Larsen

    Hi @Ryan McGrew

    Our KC app doesn't seem to support it yet. Both the app in the sidebar to the right and the app under the text field still only search by using the title of the ticket. Any suggestions?

    0
  • Ryan McGrew

    Hey @Michael,

    It should be available in the editor app location. If it's not working, it's something we may need to look into. I'll raise a ticket and we can look at troubleshooting this.

    Thanks!

    0
  • Rutwik Kadam

    Hello,

     

    Is there any way we can restrict answer bot to search through only some articles and not all in Knowledge base.

     

    The best will be to have sections in which articles are created (Example: technical, processes, SLA).

     

    Agent should select the section and search through keywords which will show result from particular selected sections only

     

    0
  • Mirjam Happel

    It does not seem to be enabled for us. The Answer Bot icon does not appear anywhere when suggestions pop up. 

    How do I know it has been enabled for us? We are on Guide Legacy (Professional) at the moment so we should have it according to the documentation.

    0
  • Ricardo

    Hello, Mirjam,

    There is not currently an option to enable/disable this feature. Therefore, the only way to see if this option is working in your account is by looking at the KCS suggestions and search for the Answer Bot icon.

    To further investigate your issue, I have reached out to you by email. Please make sure you check your inbox :).

    Thanks.

    0
  • Neal Yoon

    Is it possible to make the pop-up window bigger? Being able to only view 2 articles at a time is very irritating.

    0
  • Martha Walden

    Hi ZD,

    This is a beautiful idea, but it doesn't work in real world situations. Results of the KC are inconsistent. One ticket it picked up the correct article perfectly, and a very similar ticket it picked articles that were not related at all.

    Adding more specific labels to the correct article does not appear to help.

    However, using the search box within the pop up is useful.

    A little more tweaking on this feature would be greatly appreciated.

    Thx

    Martha

    0
  • Martha Walden

    Hello again,

    I would like my agents to begin using this feature but they say they do not have the icon:

    I am an admin and I have the icon:

    Any ideas on this? Is there a setting in ZD or Guide that I need to turn on?

    Thank you,

    Martha

     

    0
  • Ryan McGrew

    Hi @Martha,

    Can you confirm if you've enabled role or group restrictions for the Knowledge Capture application? You can go to Admin > Apps > Manage and then click on the Knowledge Capture app click Change settings. You'll see something like the screen below, I've underline the parts where you can define Role and Group restrictions.

    Thanks!

    0

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