Optimizing your articles for Answer Bot

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18 Comments

  • Rafael Santos
    1
  • Brett Bowser
    Zendesk Community Manager

    Thanks for the heads up Rafael! I've updated the link to the correct article :)

    0
  • Marci Abraham

    This is helpful! I have a question which I think can best be explained by an example.

    There are some things that our users cannot get an answer to in an article, no matter how hard we try. For example, if they've forgotten their username, no article can tell them what it is.

    We have an article that gives them tips to remember what their username is, but let's say it doesn't help and they mark the article "unhelpful". How does Answer Bot interpret that? 

    It seems like if enough people mark it unhelpful, then AB is going to start thinking that's not a good article to serve to people who forgot their username...when in fact, it actually IS the best article.

    Can we "reverse" those unhelpful marks, or is it even necessary?

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  • Plo Mangsat
    Hi Marci,
     
    Thank you for leaving a comment here. Currently, there's no way of deleting these votes. However, this is still possible, but by using Votes API.
     
    First, you would have to find the ID of the Votes that you want to delete. One way to do this would be to use the List Votes endpoint to show the votes in a specific article. The result would be something like this:
     

     
    The value property will show you the 'upvote' (1) or 'downvote' (-1). You can get the Vote ID from here and then use the Delete Vote endpoint.
     
    The result after deleting the first vote:


    There's also no direct consequence to having many unhelpful votes in an article. The votes are mainly used for reporting only.
     
    You can also consider Disable "Was this article helpful?" in Zendesk Guide.
     
    I hope this helps clear things.
     
    Thanks!
     
     
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  • Marci Abraham

    Hi Plo Mangsat, thanks for the reply. I could use a little more guidance so I can decide how to proceed.

    I do think that there is a consequence to having downvotes: it makes the article seem less helpful to end users when they see a lot of downvotes, as if we are not keeping our articles up to date. That is a serious consequence in terms of brand trust.

    But before I disable it, I want to understand exactly how this works with Answer Bot.

    It seems like the downvote (and upvote) count has been used a lot more since we started using Answer Bot. Is that just because people happen to be going to the articles more often, or is the up/downvote actually tied into the AB functionality? 

    For example, in a support ticket, I see that someone has been shown 3 articles by AB. The person clicked one of them "not helpful". Did that article get a "downvote" from this interaction?

    Let's say that the person is shown 3 articles and one of them is the answer they need, so they click "Yes, solve my ticket" (or whatever it says). Now did that article get an upvote?

    If AB and voting are interconnected, I need to know how disabling it will affect AB.

    Thanks!

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  • Plo Mangsat
    Hi Marci,
     
    Article votes won't affect the functionality of your AB's article recommendation. Whenever a user upvotes or downvote an article, the article gets a vote for that interaction. I tested this as well that a user can only vote once in an article regardless of how many times they visited the article.
     
    I hope this helps.
     
    Thanks!
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  • Sanobar Khwaja

    I have enabled answer recommendation but the bot fails to suggest any relative published article. Can anyone help?

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Sanobar, 

    We also suggest that you check Best practices: Helping Answer Bot find the right articles more easily to improve article recommendations
    1
  • Ola Timpson

    Is there any way to add alternative text for Answer Bot to pick up? For example, we had a customer who didn't get our password reset article as a suggestion because her email said she needed a "pass word re-set". We don't want to write "pass word" in the article text, but would like it to get picked up for suggestions.

    0
  • Dane
    Zendesk Engineering
    Hi Ola,
     
    Alternate text can only be used if you have embedded photos and videos in your articles. Once you have opened the article in Edit mode, click Source Code. You can modify the value in alt= to have the additional keywords your prefer.
     

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  • Rich Andersen

    Hi,

    Is there any difference between optimizing articles for the widget and optimizing to be recommended in support tickets or will optimizing articles for the widget also optimize them for recommended articles in a support ticket?

    The reason for asking is because the widget is suggesting the right articles but when I send a support ticket with exactly the same phrase it suggests wrong articles.

    0
  • Dane
    Zendesk Engineering
    Hi Rich,
     
    They serve the same purpose.
    0
  • Denise

    Hi!

    When you write about these 75 first words, which weigh more heavily, do these include the words from bullet lists?

    For example, a client asked "Where can I buy your product? I live in Sweden". We have a help center article which lists all the countries in which our product is available (which includes Sweden and is in total less than 75 words). But the answer bot didn't suggest this article. Do you know why?

    1
  • Rich Andersen

    The reason for asking is because the widget is suggesting the right articles but when I send a support ticket with exactly the same phrase it suggests wrong articles.

    Why does the widget suggest correct articles but the support ticket suggests totally incorrect articles when exactly the same phrase is used?

    0
  • Dane
    Zendesk Engineering
    Hi Rich,
     
    I have created a ticket for you to investigate further. Please wait for my update via email. 
    0
  • Joel Selwood

    How are you defining the Resolution Rate metric?  Can that be added to the top of the article, as per the Suggestion Rate, please? 

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  • Dave Dyson
    Zendesk Community Manager
    Hi Joel, and welcome to the community!
     
    Resolution rate is defined as "The percentage of enquiries resolved by Answer Bot from the total enquiries where it offered suggestions." -- see Metrics and attributes for Zendesk Answer Bot. But I'll see if I can get it mentioned here :)
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  • Jana Debusk

    Hi,

    Like Denise, I am also wondering about what is counted as the first 75 words. We like to include a "subtitle" (heading 4) at the top of the article, and then a table of contents (linking to other sections of our article) before we start in on the content. Will those be included in the first 75 words? If so, that should feed the answer bot more precise information, but if not we'll need to find a different solution. Thank you!

    0

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