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.