Include Community Discussion content in the bot

9 Comments

  • Official comment
    Orsolya Forster
    Zendesk Product Manager

    Hi all and thanks for sharing your use cases. We fully understand the value of including community posts in answer bot suggestions and I'm happy to share that this work is certainly on our radar. There is no concrete release date yet to share, but I'll update the thread once we have this feature on our roadmap.

    Cheers!

  • André Wessels

    We're aiming to seriously ramp up our community, so a definite +1 on this suggestion :)

    0
  • Aaron Elliott

    I think this is a great idea. This will help drive users to the community.

    0
  • Oscar Junker

    This is really good feedback!

    As the PM for community, I am really interested in hearing about differences between how our costumers treat knowledge from Community and their own knowledge base. 

    I will look into this, thanks a lot! 

     

    1
  • André Wessels

    Great stuff @Oscar

    A good use case for us is that we plan to include a Questions and Answers topic in our Community, where we plan to include answers to commonly asked questions, and also encourage our customers to ask and help each other out.

    We could include this section in our Help Centre, but we generally close all our knowledge base content for comments, as we want to drive discussions to our Community.

    Therefore, it would be great if Answer Bot could surface Community content as well :)

    1
  • Shadab Ashraf

    Upvoted!

    -2
  • Cory Waddingham

    Would this include being able to tie Answer Bot into federated search? The link I followed to this page implied that was the case but I don't see anything about it mentioned here. 

    0
  • Ima

    It has almost been 2 years since this suggestion. With the revamp of "Gather", is Zendesk considering to put this feature (include the community forum content in the answer bot responses) on the roadmap?

    1
  • Luke Tyhurst

    I agree with Ima. This functionality is absolutely needed.

    0

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