16 Comments

  • Ramin Shokrizadeh
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    Hi Demetrius,

    Thanks for sharing your feedback. I see that you are using the Web Widget, are you not seeing any deflection results using contextual help

    Can you elaborate on what you think the integration with Answer Bot should look like in Chat? Do you see it suggesting content to your agents to send to visitors or should it suggest content automatically while the chat gets routed to an available agent?

    Thanks,

    Ramin

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  • Demetrius
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    I don't have it enabled, but before I do, can you tell me where in the process someone would see these articles?  If they send us a chat message, would they see them then, or would they pop up while they are browsing the website?

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  • Demetrius
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    I enabled it and I see.  I like this option.

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  • Ramin Shokrizadeh
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    Nice, glad you like the contextual suggestions. Let us know how it helps you deflect some of your chat requests. 

    -1
  • Demetrius
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    How can I validate Contextual Help is deflecting chat messages?  Is there any reporting I can access?  

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  • Ramin Shokrizadeh
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    There is no single report that would get you the data to answer that question, you will need to use two reports.

    Within Support, you can look at the Knowledge Base report and filter it by the 'Web Widget' channel and see if the views of articles have increased since you turned the feature on.

    Then, you will need to look at the total number of chats your account has received using the Chat Analytics tab. If the content is deflecting chats, you should see an increase in views and decrease in chats.

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  • Margaret Mitchell
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    I am using the contextual help but it is not as good as a fuzzy logic chatbot.  Is there a place on the roadmap to have AnswerBot connected with the chat capability?

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  • Ramin Shokrizadeh
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    There are no plans in 2018 to integrate AnswerBot into the Chat experience. Have you tried the AnswerBot widget experience already? Was there something in that experience that wasn't working for you?

    You can learn more about that experience here: https://support.zendesk.com/hc/en-us/articles/360001121068-Announcing-Answer-Bot-for-the-Web-Widget-EAP

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  • Margaret Mitchell
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    I am looking for something that will work with our mobile chat implementation.  Is there a way to link into the Answer Bot Web Widget through the mobile SDK's ?

     

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  • Ramin Shokrizadeh
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    The mobile SDK teams are exploring an AnswerBot component that customers could embed in their mobile apps, but it would not be part of the Chat SDK. 

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  • Margaret Mitchell
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    Thanks Ramin.  An AnswerBot component in the SDK solution that we could work with. Where does this sit in  the Zendesk roadmap 6, 12, 24 months?  

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  • Ramin Shokrizadeh
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    You will most likely hear more about it within the next 6 months.

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  • Sachin Kotekar
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    Hi Ramin,

     

    I have set trigger for Offline messages, since ticket get created with channel "Via Chat" hence trigger is not working. Do you have any quick fix or you may working on this feature?

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  • Ramin Shokrizadeh
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    Hi Sachin,

    Triggers should work regardless of the via channel (unless the trigger has a condition based on that value). Please email support@zendesk.com and they will investigate what is happening with your trigger.

    Thanks,
    Ramin

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  • Kevin O'Keefe
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    When can we expect a chatbot feature like this from Zendesk?

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  • Ramin Shokrizadeh
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    Hi Kevin,

    There is no plans for a direct integration into Chat, there is an Answer Bot in Widget EAP that you can learn more about here:https://support.zendesk.com/hc/en-us/articles/360001121068-Announcing-Answer-Bot-for-the-Web-Widget-EAP

    There are also APIs that you can use to build custom bots into the Chat platform. The API docs are listed here: https://developer.zendesk.com/rest_api/docs/chat/conversations-api

    -Ramin

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