Add AnswerBot Article Return Results in ZD Search Bar

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  • Ryan McGrew
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    Hey Jennifer,

    I can't recall if you're using the Knowledge Capture application at the moment, but have you taken a look at our newly release Answer Bot for Agents feature?  

    Thanks!

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  • Jennifer Eolin
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    I didn't see that - thank you!

    However, I still would love for Search to produce the same results as AnswerBot would. AnswerBot doesn't work for our agent workflow at the moment, but I'd like our customers to benefit from AB's robust search results.

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  • Jennifer Eolin
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    Hi, Ryan! Any word on if AB will replace ZD's current search functionality? I ask because we had a 2 word search by a user over the weekend that garnered zero results. The search was "hi team." I have an article specifically tagged with the word "hi." Same capitalization, spelling. And yet, a two-word search couldn't bring up that article. 

    I understand that if we were using AB this result likely would have come up because of how AB is built, but AB doesn't work for our company right now. Really, what would work best, is just a more robust search using AB logic.

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  • Ryan McGrew
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    Hey Jennifer,

    Thanks for the feedback here. Answer Bot itself isn't a good replacement for pure search for a few technical reasons (for example Answer Bot works better on larger chunks of text like a ticket comment where as regular search works well on search keywords) but we are working on building out a more robust article search platform that should ideally perform better for these types of queries.

    Can you tell me more about why someone would search "hi team" in the knowledge base? I can also get you in touch with our team that's working on search to hear more about what you'd like to see out of search.

    Thanks!

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  • Stephen Belleau
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    @Ryan - I'm guessing Jennifer's point was to prove that someone searching, say, "cancel subscription" would not return articles with the keyword "cancel". I know others have pointed out these flaws with search in past threads as well. It's definitely a concern for us too! 

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  • Jennifer Eolin
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    Take a look at the article I wrote here in Zendesk: https://support.zendesk.com/hc/en-us/community/posts/360004309528-Getting-your-customers-answers-when-all-they-type-is-Hello-

    We have the web widget deployed 24 hours a day on two sites (our Customer Manuals in Confluence as well as our help center w/ ZD). We have chat deployed but only for certain hours (9am-3pm EST M-F). So, because Users, in general, see widgets and assume "I can chat" they don't look up keywords. They say, "Hi" or some other greeting, which garners them no results in an article list, which then makes our Help Center look vacant. 

    So because the search functionality is in the web widget search, that is why I'm asking for AB search results as it seems more on track with how customers generally search when a widget is present (especially when that widget exists on other tools such as Confluence).

    Does that help, Ryan?

     

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  • Ryan McGrew
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    Hey Jennifer,

    Thanks for the additional context on the problem. I'm going to send this over to the team who is working on our new Guide search infrastructure as feedback. I imagine part of the issue is that we're expecting a minimum number of characters in a search. 

    Thanks!

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  • Jennifer Eolin
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    That makes sense, although I can tell you that according to our data in Insights, even two words will often garner the User no results. This past week an End User typed into the web widget during off hours, "hi team" and it gave them zero results, despite the fact that I have an article tagged with "hi" (and every other salutation) which is also a promoted article. 

    I guess I'm fairly passionate (understatement!) about getting our customers the same collection of articles no matter where they search, be it the search bar, web widget w/out AnswerBot logic, web widget with AB logic, etc.

    It's confusing why there are two separate search features on one site that can cull two entirely different article result lists.

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  • Ryan McGrew
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    Hey Jennifer,

    Thanks for the follow up and I think it would make sense for us to do a better job of returning search results with minimal input. 

    To your point about the 2 different search experiences, I see your point. Answer Bot and traditional web search weren't necessarily supposed to be interchangeable. As we've expanded the number of experiences where we've integrated Answer Bot, they're getting used in similar ways. I think it's fair feedback and something that we can look at finding better ways to either differentiate the experiences or unify them. 

    Thanks!

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  • Jennifer Eolin
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    YAY! Thank you, Ryan! :)

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