When you understand how Answer Bot works, you can create or update your Help Center articles to work best with it, to try and get the right articles suggested.
This article includes the following tips:
Retain as much question context as possible
If you can retain as much similar phrasing of the original question within the article, the contextual match will be far better. For instance, the question "I can't log in, so how can I reset my password?" should result in an article with the title "How do I reset my password so I can log in?" and content that is as contextually relevant to the question as possible. Ultimately, this is the best approach for achieving success with Answer Bot
Keep the article focused on a single problem
A long list of FAQs won't help Answer Bot find the right answer. Every article should deal with one problem and one solution only. Can break an article with multiple FAQs into separate articles and group them together in an FAQ section? It's important to note that, Answer Bot does place much greater emphasis on the first 75 words of the article, so it's critical to place as much contextually-relevant information into the top of the article as possible.
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?
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"
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.
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