As a pre-support experience, Answer Bot SDK can offer a first line of defence prior to the creation of a Support ticket. This means that you can truly offer great self-service especially for requests that would otherwise be automatically directed straight to an agent.
This EAP is our first exploration into bringing Answer Bot in the SDK, to capture the users problem and direct them to a self-service article from Guide. Users can mark the articles as "solving" their issues, or indicate they still need help - and escalate their issue to a Support ticket.
During this stage of the EAP we are working on validating the core functionality of our Answer Bot SDK. We've built all of the core functionality including:
- New Android Activities and iOS ViewControllers where the end users can interact with Answer Bot.
- Users can ask questions to Answer Bot, receive suggested articles and visualise them, everything inside the native app experience.
- Users can also progress from Answer Bot to Support SDK, opening a ticket when the resolution is not successful.
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