Optimizing your articles for Answer bot

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3 Comments

  • Rafael Santos
    0
  • 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?

    0

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