Understanding how Answer Bot works with your content

Return to top

18 Comments

  • Rich Andersen

    Hi everyone,

    I've just created an article. How long will it take the bot bot to detect the new article and it's content?

    0
  • Arwen Griffioen

    @...
    It should only take a couple of minutes for the article to be integrated into Answer Bot

    0
  • Lauren Mulkern

    Does Answer Bot impact the keyword search results with its machine learning, or is that still another algorithm when AB is enabled?

    0
  • Josh
    Zendesk Customer Care
    Hi Lauren!
     
    Thank you for messaging us. 
     
    Keyword search results greatly impacts the Answerbot as it learns how people search. It mimics human behavior. You can lean more on this article: Understanding how Answerbot works. 
    0
  • Lauren Mulkern

    Hi Josh. The link you provided directs back to this page, which I've read, and unfortunately, there is no answer to my question here. 

    Does the Answer Bot machine learning algorithm impact the results you see in non-answer bot locations, or are these locations still using the regular Zendesk search algorithm? Examples: the Instant Search results that show when you are typing in the search bar, and the search results in pages like this: https://support.zendesk.com/hc/en-us/search?utf8=%E2%9C%93&query=answer+bot

    Thanks! 

    0
  • Arwen Griffioen

    Hello Lauren, 
    Answer Bot does not impact standard search methods, optimisations or results. It is a separate algorithm that is only used in Answer Bot enabled channels.
    Cheers!

    1
  • Rasmus Kjeldgaard

    This article has a dead link -> Analyze your Answer Bot Activity  

    0
  • Nikki

    "If I add labels to my articles, is that like adding a keyword to the article? Can this be done to boost how often an article is suggested?"

    The answer here seems to indicate NO. That adding a label is not like adding a keyword and does not influence Answer Bot's results. However, other articles seem to contradict that, such as this one.

    It says that

    Labels have the following uses and impacts:

    • Influence article search relevance
    • Influence Answer Bot results
    • Create article lists

     

    Don't these first two bullet points very much sound like creating a keyword that boosts how often an article is suggested?

    What am I missing here?

    2
  • Gustavo Oliveira
    Zendesk Customer Care
    Hi Nikki,
     
    That is a very good question.
     
    The article mentioned, says indeed that you can influence article search relevance and Answer Bot results, but that doesn't mean it is going to change how often the article/community post will be suggested.
     
    The points mentioned says:
     
     
    • Influence article search relevance

    Adding labels can make your articles more search friendly. They are not designed to be used for fine-grained control of ranking. For example, if I have two articles about making waffles, one with the word "temperature" in the body of the article, one with the label "temperature", the labeled article will be ranked higher if a user searches for the word "temperature".

     
     
    • Influence Answer Bot results

    Answer Bot uses labels to influence the results it shows. It allows you to define a whitelist of articles that are allowed to be used when looking for relevant matching results. You are able to add up to ten labels that serve as an OR filter, allowing you to expand the whitelist to any articles containing any of the defined labels.

     
    And it also says:
     
     
    • Use a limited number of labels, instead of overloading an article with labels

    Use labels sparingly. Adding lots of labels might actually diminish any matches on labels. This is because it is assumed that matches with a fewer number of labels beats matches with more labels. And too many labels might outweigh the relevance of the title and body.

     
    Please see also the article “Understanding the relevance score in search results” for a deeper explanation on the subject, as at the end of the day, the articles/posts suggestion are based on that score.
     
    Best regards,
    1
  • Nikki

    Gustavo Oliveira - thanks for the tip about the article “Understanding the relevance score in search results”  -- that was very informative!

    0
  • Gustavo Oliveira
    Zendesk Customer Care
    Hi Nikki!

    You're welcome. I am really glad to hear it was helpful :D 

    Have a lovely day ahead.
    0
  • Fiona Witham

    Hi

    Is there a way to tell Answer Bot to NOT suggest articles from some categories -we have internal only information in our Support Center which is marked for viewing by agents and admins only and we do not want those articles suggested to our end users.

    Thanks

    Fiona

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Fiona, 
     
    If the article is only available for agents and admins, those articles will not be suggested to your end-users. If you have an experience where an article was suggested to an end-user, I suggest that you check the permission of the article. Moreover, you can also create user segments to make sure that articles will be accessible by specific users. More information about user segments can be found here: Setting view permissions on articles with user segments
    0
  • Fiona Witham

    Hi Cheeny Aban

    Thanks for your reply.

    Answer bot was suggesting articles even though they were marked as agent/admin only. I actually found the answer elsewhere - I have added an article label to all the 'public' articles so that answer bot only looks in those, otherwise it suggests even articles that are only for admin/agent.

    Thanks

    1
  • Riah Lao

    Hi,

    FYI, the link for Analyze your Answer Bot Activity is not working.

    How can we view the tickets where answer bot failed to give suggestions and also where the customer rejected the suggested articles?

    Thanks

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Riah, 

    Thank you for flagging this article. Will send feedback to the proper team to have it fixed! 
    0
  • Riah Lao

    Hi Cheeny Aban,

    How can we view the tickets where answer bot failed to give suggestions and also where the customer rejected the suggested articles?

    0
  • Josh
    Zendesk Customer Care
    Hi Riah!
     
    Thank you for reaching out to us. For this, you can create a report for answerbot using Explore: Explore recipe: Analyzing Answer Bot activity 

    Here's another for reviewing the last 100 tickets your answerbot encountered: Explore recipe: Analyzing the last 100 Answer Bot tickets 
    0

Please sign in to leave a comment.

Powered by Zendesk