I'm happy to announce a new feature of the Knowledge Capture app, Answer Bot for Agents. Answer Bot for Agents brings the power of Answer Bot directly into the Support agent interface via the Knowledge Capture application, making access to knowledge faster and more accurate than ever. We will be rolling out this functionality starting today and expect it to be available to all eligible customers by Friday, September 21st.
At it's core, Answer Bot is all about solving problems faster. Whether that's customers self-solving before an agent needs to get involved, or agents using this extra capacity to focus on solving more complex tickets—agents can become more effective, allowing them to devote valuable time and resources to critical issues.
Once enabled, Answer Bot will use the requester's most recent comment to look for relevant articles and immediately suggest them when the KC app is initiated. Agents can quickly review them, decide to insert them (or for internal knowledge use them to compose their reply), or if necessary search for a different article.
Once inserted, the user will benefit from the same resolution flow and experience that Answer Bot is built around; Accessing the links displays the unique Answer Bot widget within the article and allows the user to quickly mark there issue as resolved. We'll be introducing a setting to the Knowledge Capture app to disable the self solve ability for customers, if you don't want them solving their own tickets.
Answer Bot for Agents is available to all customers on Guide Professional and Enterprise and does not require you to have an active Answer Bot subscription. Answer Bot for Agents is only available when using the KC App in the Editor app location. Additionally, there are no additional costs to use Answer Bot for Agents.
24 Comments
Will this feature be accessible from the side-bar KC app? Or only in the comment editor KC app?
Will this be automatically added to the KC App, or will we need to enable this feature?
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!
is that will be available on my account soon?
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
Thanks @Ryan! Another question - Is there a toggle on the Admin side to enable or disable this feature for the KC app?
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 👋
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?
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!
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?
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.
Thanks!
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.
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!
Will this be available for Guide Legacy?
Hey @AndryR,
Yes it is available for Guide Legacy as well.
Thanks!
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?
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!
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
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.
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.
Is it possible to make the pop-up window bigger? Being able to only view 2 articles at a time is very irritating.
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
Hello again,
I would like my agents to begin using this feature but they say they do not have the icon:
Thank you,
Martha
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.
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