Explore recipe: Analyzing Answer Bot activity

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12 Comments

  • Taylor Pasquariello

    When will this be available for the Flow Builder dataset? We use AnswerBot Messaging (FlowBuilder) only, and would like to analyze which FAQ 'bubbles' are used most frequently. Thank you!

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  • Daniel Aron
    Zendesk Product Manager

    Hi Taylor, can you help clarify what you meant by "FAQ bubbles"? Are these the quick reply option buttons sent with bot messages? If so we are planning to add this to the Flow Builder Explore dashboard and dataset by early Q2.

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  • Taylor Pasquariello

    Yes correct - and oh that is great news. The article link you sent - should I follow it in order to get updates on that rollout in Q2?

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  • Daniel Aron
    Zendesk Product Manager

    Yes we will update that article as we roll out changes to the Flow Builder dataset and dashboard. 

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  • sarah aasland

    Daniel Aron Is it possible to report on or access a list of the free-text messages that an end-user sends/asks Answer Bot?

    We would like to know what questions that answer bot had trouble answering or suggesting articles for so we can write articles that answer questions people are already asking

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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hi sarah aasland

    The answer enquiry attribute in the Answer Bot data set should give you this information:

    Hope this helps!

    Brandon

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  • Nicole Rinker

    Is there a recommended way to compare generative replies vs. article recommendations? 

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  • Tony
    Zendesk Customer Care
    Hi Nicole!
     
    unfortunately no there shouldn't be any Explore reporting for generative replies at this stage. However, we are actively planning for how we might best provide insights to customers relating to generative replies performance and expect to introduce them in H1 2024.
     
    Best,
    1
  • tina y

    Hi Tony,

    Is there an article to follow for the future reports of generative replies.  Is there information on what it might include? What might the new reports include?  Will it include counts on if the presented articles were helpful. Any insight at all on these planned reports?  Thank you.

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  • Gab
    Zendesk Customer Care
    Hi Tina, 
     
    I'm afraid there isn't any Explore reporting for generative replies at this stage. However, we are actively planning for how we might best provide insights to customers relating to generative replies performance and expect to introduce them in H1 2024. 
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  • tina y

    Hi Gab ,

    I fully understand that there isn't any reporting, I am wondering what is the plan or in the works? Is there any timeline of what might become available?  Thank you.

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  • Gab
    Zendesk Customer Care
    Hi Tina, 
     
    Unfortunately, we don't have news yet regarding this. 
     
    Feel free to give this article a follow: Using AI to generate replies in a conversation bot (Generative AI EAP)
     
    You'll find Product Managers also discussing similar concerns here with other users. You can also follow the Zendesk Release Notes for any feature updates as well. 
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