Improving your Article Recommendations suggest rate

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  • Karolina


    I've set up AnswerBot but when it emails in suggested articles, it always sends the same 3 no matter how many times I select that this article is not related. 

    Any ideas?

  • Jean-Charles Pascale
    Hi Karolina,
    Could you make sure that you do not have restrictions on labels in the triggers for your Answer Bot, as this could explain why Anser Bot suggests a limited subset of articles?
    If you email your support to trigger an Answer Bot reply, with the content of that email being exactly  the first few lines of an article that is usually not suggested by Answer Bot, does this article show up, or still the 3 same ones?
    Please understand that Answer Bot does not learn based on end user feedback?, so flagging an article as "not relevant" will not change the results of Answer Bot.
    I would also advise you to take a look at our documentation on how can I improve Answer Bot’s performance?
    I hope this clarifies the behavior.
  • Karolina

    Hi Jean-Charles

    Thanks for your answer. 

    No I do not have label restrictions. Even if i email in with the title of an article, it's suggesting the same 3 articles. It works when I restrict to just label searches however given how many brands I run this is not feasible to keep up-to-date nor can I include all possible labels in the restriction


  • Karolina

    Hi, any suggestions on the above?


  • Adrian Joseph Magboo
    Zendesk Employee

    Hi Karolina,


    Have you tried testing the email notification from the Answer bot trigger you created (more details here)? If not yet, I would recommend trying this first to test how your Answer Bot results would work with your email content. This is to see the behavior and expected article results base on the content of your email. 


    If you're still getting the same 3 article results, it's most likely because of the content in your email. 


    I hope this helps. 




  • Sally Anne Dishong

    I'm looking at our Explore dashboard for Answer Bot, and under Suggestion rate I'm seeing (screenshot below). Can you please explain what is "unsuccessful attempts" ? Thanks!

  • Dane
    Zendesk Engineering
    Hi Sally,
    This was take directly from Metrics and attributes for Zendesk Answer Bot.
    Unsuccessful attempts Instances in tickets and chats where the bot could not identify any articles relevant to a customer’s query and did not make a suggestion to the customer.
  • Joshua G

    Ever since I implemented Answer Bot via Messaging, my suggestion rates as a whole has gone down drastically. 

    How can I continue to ensure Answer Bot recommends articles via Messaging widget? 

  • Hiedi Kysther
    Zendesk Customer Care

    Hi Joshua G

    Best way to ensure your bot is recommending articles is by training your bot by adding more training phrases so it can easily provide the correct Answers/Articles to recommend to your customers. For reference: Training your Bot. I suggest reviewing your bot builder making sure customers will go to your self-service option first before getting routed to an agent right away. 

    I hope this helps! 


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