Reviewing bot conversation transcripts

This functionality is part of AI agents.

You can review transcripts of recent conversations between a conversation bot and your users. You can use these transcripts to identify gaps in your bot’s knowledge, discover what questions customers can resolve without assistance from a live agent, and better understand automated resolutions.

This article includes the following sections:

• Reviewing bot transcripts
• Possible actions to take after reviewing bot transcripts
• Submitting feedback to Zendesk on automated resolutions

Reviewing bot transcripts

Bot transcripts are organized into two tabs:

• Automated resolutions are bot conversations that were resolved by the bot.
• Unresolved are bot conversations that were not resolved by the bot.

  Although the unresolved conversations include conversations that were transferred to a live agent, the transcript includes only messages between the bot and the user before agent transfer occurs.

To understand how resolutions are measured, see Automated resolutions in conversation bots.

Transcripts from both automated resolutions and unresolved conversations display the first 100 messages exchanged between a bot and a user over the course of their conversation.

To view a conversation transcript

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots.
3. Click the bot you want to review.
4. Click the Insights tab to display the dashboard.
5. At the bottom of the dashboard, click View unresolved conversations or View automated resolutions.

   Here, you can review basic information and transcripts for all interactions between the bot and your users from the last 30 days. Interactions after a transfer to agent aren't included. The Sent date is the date of the interaction, not the date the AR was counted.

   

6. Click View on the transcript you want to look at.

   The transcript opens on the right side of the page.

   

7. Review the conversation transcript.

   In resolved transcripts, if the user provided requested details, the specific details are not shown in the transcript, but it is reflected generally as, "Customer sent details."

Be sure to consider possible actions based on the transcripts you review.

Possible actions to take after reviewing bot transcripts

Unresolved conversations can help you identify gaps in your bot’s knowledge in a number of ways:

• Do you notice similar questions in the First message column ending up in the Unresolved list?

  Add a new answer to your bot flow that can address the issue.

• Are there questions in the transcript or First message column looking for information you know is addressed in an existing answer?

  Look at bot responses to commonly asked questions and consider why they aren’t sufficient to resolve the conversation. Update that answer to better address the question, or create a new answer that includes similar training phrases or intents (if available) to make a better match.

• Do you have a help center that can address some of the common unresolved questions?

  Create articles using best practices so they are easy for both the bot and your customers to find.

Automated resolutions transcripts can help you understand what kind of bot answers result in automated resolutions. Look for similarities that you can apply to new or less successful existing answers.

Submitting feedback to Zendesk on automated resolutions

In the conversation transcript, you can provide feedback to Zendesk about how well an automated resolution addressed an end user’s support request. You can submit feedback once per conversation.

Note: This feedback is used by Zendesk to improve automated resolution classification for all customers. It has no direct impact on your automated resolutions.

To submit feedback on an automated resolution

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots, then click the bot you want to review.
3. Click the Insights tab to display the dashboard and click View automated resolutions.
4. Click View on the transcript you want to look at. The transcript opens on the right side of the page.
5. At the bottom of the transcript view, click Give feedback to open the feedback form.
6. On the feedback form, indicate how well the end user’s request was resolved: Fully resolved, Partially resolved, or Not resolved, then click Submit feedback.
7. Select the reasons for your resolution rating, then click Submit feedback. The transcript is updated to indicate that feedback has been submitted.

You can filter the automated resolutions conversation transcripts based on whether you’ve provided feedback. This can help you identify conversations you have not yet assessed.

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots, then click the bot you want to review.
3. Click the Insights tab to display the dashboard and click View automated resolutions.
4. At the top of the transcripts list, click Filter.
5. Select Feedback submitted or No feedback submitted to display the transcripts you want to view.
6. Click Clear filters to display all transcripts.