Quickstart guide: Autoreplies with articles

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16 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
  • Freyja

    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
  • We implemented simplified email threading for email applications, and we noticed that our answer bots are no longer embedding the help center article in the email. We've seen several end-users say that they don't see the article within the email. Is the simplified email threading not supported in the answer bots?

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Allen Lai | Head of CX at Otter.ai

     

    I went ahead & created a ticket on your behalf so we can look into the issue with the Answer Bot. Please keep an eye out for our update

    0
  • Vishaal

    Hi! I had a couple questions about Answer Bot.

     

    1. How do I set up my SLA for tickets forwarded from Answer Bot? I've added this to my SLA but the tickets coming in don't have the answer bot attached. 
    2. Do we have the ability to change the subject line for tickets that are sent from AnswerBot? 
    3. Is it possible to remove the "We're offline." message from AnswerBot? 
    0
  • Sil
    Hi Vishaal,

    Let me address the 3 points you talked about:
    1. The problem with SLAs applied to Answer bot is that the First Reply Time metric might not be able to be tracked because either the first customer comment will be much earlier than expected because of the conversation happening with the bot or might not be counted as the ticket is posting a transcript of the conversation with the bot. I invite you to create a ticket with Support so we can work on something that fits your needs.
    2. Yes, you do.
    3. Yes, depending on the context of your support agents, if you have 24h support or if you want to not have the "we're offline" language but want the same feature.
     
    Again, feel free to create a ticket if you want something more specific to your instance.
    0
  • Raphaël Péguet - Officers.fr

    Hi 

    I don't find any mention of Answerbot behaviour with articles with user segments,

    Best regards,

    Raphaël

    0
  • Sabra
    Zendesk Customer Care

    Hey Raphaël Péguet - Officers.fr! Answer Bot will not present articles that a user does not have access to. If an article is restricted to a certain user segment, and the user is not in that segment, then Answer Bot will not present that article as an option.

    0
  • ser gey

    Hello! 

    "Click Try Answer Bot for 30 days to activate your 30-day unlimited trial."

    I can't find this in my Admin Center. There is only the Activate Answer Bot button. 

    And my next question is, will I be able to deactivate the bot within 30 days without pay?

    Thank you

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Ser Gey, 

    You will be asked to choose your plan at the end of the trial period 
    0
  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hello,

    I am seeing articles being suggested from locale that is different from the requester locale, if there are no articles found in the requester locale. This looks like a bug especially with the content localisation being market-specific.

    0

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