Quickstart guide: Answer Bot

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7 Comments

  • Joel Dahlin

    "Step 2: Evaluate your current Help Center content"

    Where do I view that?

     

    1
  • Jason Schaeffer
    Zendesk Customer Care

    Hi Joel!

    Are you able to link where you saw this specific bullet point? In general regarding Answer Bot since it is directly linked to your Help Center you will want to evaluate your articles etc to make sure when you are live with your Answer Bot that it is giving the most accurate information. There is some additional information on how to do this below:

    Guide (Help Center) enables you to provide end users with a complete self-service help center that helps your agents help your customers. With Guide, you can create a help center that includes:

    A branded customer-facing support site
    A knowledge base, for publishing self-service content
    Community, for customer collaboration
    A customer portal, where customers submit tickets

    https://support.zendesk.com/hc/en-us/articles/360052716394-Evaluating-the-help-center-in-your-Zendesk-Suite-trial-account

    I hope that helps! Have a great day.

    Jason Schaeffer | Customer Advocate | Support@zendesk.com

    1
  • Joana Lopes

    Link for

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Joana,
     
    Thanks for bringing this to our attention! I'll loop in our documentation team so they can get this information updated for you. 
     
    I'd recommend taking a look at this article in the meantime: Explore recipe: Analyzing Answer Bot activity
     
    I hope this helps!
    1
  • Katya Stefanova

    Can you test it in Sandbox ?

    We are working with different brands and I have labelled the articles accordingly, but yet I don't to activate the bot and have customers from X brand to be able read the articles related to Y brand etc ? 

    0
  • (KD) ChatSupport3

    We are facing a weird problem, I can login to zopim.com dashboard but using the same credentials not on Zendesk.com and also, there is no Zendesk url associated with the registered email id. So not able to access Admin area to enable the answerbot. What should we do in order to get it enabled? Or get our own Zendesk url?

    Best

    0
  • Federica

    Hello! I have few questions: 

    - is there a way for coordinators that work on tickets to evaluate the answer bot suggestions provided to a ticket? Coordinators can see the suggestions but cannot evaluate or suggest updates/changes directly from there (like Knowledge capture).

    - is possible to evaluate the Rejection rate in the metrics? So for example, knowing why users rejected an article? Is there a sort of survey that we can implement to know why a user rejects an article (not useful at all, missing information, etc...) 

    - there is a way to introduce a support link directly in the classic web chatbot? We are currently using an easy web chatbot that only suggests articles but I would like to introduce there a link to support so users can directly open a ticket if they cannot find an answer. Also, is possible to track the activity of the chatbot in some way? 

    Thank you! 

    Best, 

    1

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