Best practices: Helping Answer Bot find the right articles more easily

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  • Xin

    I noticed that 1/3 of our articles' title starting with "How do I..." and for some reason the Guide considers "how do I" as a keyword, and this caused lots of more relevant articles without "How do I" being lowered in the Help center search result rank. This directly affects our Answer bot suggestion quality in the classic widget.

    Is there any plan to address this issue soon?

  • Charles Gresula
    Zendesk Customer Care

    Hi Xin

    The Answer Bot looks at an article's title when determining whether an article is a good candidate for a customer's problem and if an article's title closely matches the text of a support request, it's more likely to come up as an Answer Bot suggestion.

    Since formatting your title as a question (How do i. . .) doesn't seem to work, how about using a simple, active phrase?

    "How do I reset my password?" vs "Resetting a password"

  • Rich Andersen

    Hi Charles Gresula, Your comment (which makes sense to me) seems to contradict the article. If all of my articles start with 'How do I...?' then wouldn't the 'How do I...' become unnecessary? Also, I noticed very early on that having all articles start with 'How do I...' is not very scannable for users trying to find articles by either the keyword search bar or simply browsing.

  • Matthew McGarity

    FYI, there's a typo in this article:

    Therefore, t's critical to place as much contextually-relevant information into the top of the article as possible.

    t's is missing the letter i.

  • Jennifer Rowe
    Zendesk Documentation Team

    Thanks for letting us know, Matthew McGarity. We've fixed the typo!


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