Why isn't the AI bot providing the correct answer or article?

Question

Why isn't the Zendesk AI bot providing the correct answer or article in the Web Widget?

Answer

Before the bot can provide an answer or article, it reviews the free text that the end user introduces in the Web Widget. Then, it analyzes existing intents, answers, and articles and assigns them a score to find the most suitable reply. The bot will offer the answer or article with the highest score.

However, when the request is too ambiguous, the bot may not find a correct match. For example, if the end user introduces the text "Modify invoice" only and you have several answers and articles that include these two words.

To prevent this, use the standard response If the bot can't answer a question to advice your customers to rephrase the request and add more context or information.

For example, if the customer asks "Where is the Moon?":


If most of the articles in your help center include the same keywords, such as "invoice", "modify", "cancel", create one answer with a flow to cover each topic. This will optimize your bot, so your  customers can self-serve.


For more information, see the article: Creating a conversation bot for your web and mobile channels

Note: This functionality is part of AI agents - Essential.