So with our disappointing trial of "Answer Bot", it became obvious to us that a true expert system approach would really help our customers. Is there already a ZenDesk plug-in that accomplishes this approach: present the user with a questions tree about their issue (one question at a time), so they can narrow down and intelligently discover the proper answer / faq that resolves their problem?
Right now ZenDesk is too passive -- it requires users to proactively create a ticket/question that has the right text/keywords to present them with the appropriate FAQs. But by presenting the user with an increasingly narrow set of questions, we can differentially diagnose the issue -- without the intervention of a technician.
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