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Improving autoreply metrics for article recommendations



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Elizabeth Williams

Zendesk Documentation Team

Edited Feb 03, 2025


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6 comments

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?

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Charles Gresula

Zendesk Customer Care

Hi Xin Bao

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?

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

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Hi @..., 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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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.

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Jennifer Rowe

Zendesk Documentation Team

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

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This has been a topic of interest of mine for a long time: how to title articles? When I revamped our help center a couple years ago, I did a lot of research and determined that they should all be formatted as questions. Ideally, the exact question a person is coming to answer. But as Rich pointed out, it may become difficult for a human to scan a bunch of “How do I…?" articles. And if Xin is right that this is impacting the Answer Bot's performance, even more of a concern.

 

And, when I researched it earlier this week, some sources indicate that they absolutely should NOT be questions! I'm so confused! 

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