Recent searches


No recent searches

Messaging- Ability to see the free-text messages that an end-user sent to answer bot



Posted Apr 13, 2022

I'm pretty sure there is not currently a way to do this- do let me know if there is one!

I'd like to see or at least be able to report on the free-text messages that are sent to Answer Bot during the flow builder stage, especially if the answer bot was unsuccessful and did not find any relevant articles to suggest. 

This would only apply to conversations in which they engaged with the Answer Bot and did not request to be transferred to an agent (I do understand that the entire conversation history is included when the conversation is transferred to an agent).

We need this feature as it allows us to improve our existing articles or write new ones based on the questions end-users are asking. 

 


9

17

17 comments

Official

image avatar

Lisa Tam

Zendesk Product Manager

Hi all,

Thanks for sharing your feedback on this topic. This is now on our roadmap for next year Q1, 2024, where we are planning to start with an initial release to support free-text messages that lead to a fallback message (where the bot couldn't find relevant articles or bot answers). 

0


This is a great suggestion.

Would be helpful in understanding the stats on how many users engaged with the bot and how many of those engaged with agents through the bot. 

Would also be great if we could see the chat triggers in the events section of tickets like we can see with support triggers. Having them in two separate places is bad enough, but not seeing when and how they fire is a real bummer. 

1


update: I came across the 'answer enquiry' attribute (in the Answer Bot data set) and am able to report on this now!

 

 

0


Nice work, sarah!

0


image avatar

Daniel Aron

Zendesk Product Manager

Hi Sarah, thanks for the feedback! Just to clarify, are you referring to the free-text messages sent to the bot with messaging (i.e. configured through Flow Builder)? If so, I don't believe you'd be getting the full picture using the Answer Bot Article Recommendations dataset. This would only show messages that the bot was not able to match to a relevant step in the flow and hence fell back to an article search. However, the good news is that we plan on providing full visibility of free text messages sent to the bot via the Flow Builder dataset and dashboard later this year.

0


Hello @Daniel Aron,

Could you elaborate on what the answer enquiry/article recommendation answer bot dataset shows specifically, combined with the new way flow builder works?

Would the current dataset also display search queries that answer bot wasn’t able to match to a specific Flow based on intent? Or just search queries within a flow, that did not match the shortcut?

Also what would be the ETA for the new dataset?

0


Is there any way yet to see what customers are typing when they have asked a question and have not been transferred to an agent? 

When I look at the containment report within Explore / Answerbot Flowbuilder I cant seem to get much useful information at all - there are no actionable insights to help me understand the customer experience and what they are resolving themselves without having to come to an agent. Or am I missing something? 

This month I have had 1256 customers engage with the bot / 1054 of those were transferred to an agent - I can analyse the tickets transferred to the agent to see how we improve

However, when I look at the responses received I have 638 of the 664 responses showing as unresolved but I cant get any data to tell me what those customers were requesting / trying to find out to know how we can even see the customer experience / customer sentiment during their interaction with the bot or what they were actually asking it to know if the right articles were being presented but they have just not selected the 'resolved' option or if it presented an unhelpful answer and the customer just disengaged

 

 

1


image avatar

Gab

Zendesk Customer Care

Hi Hayley, 
 
I created a ticket on your behalf and will send it to you via email so we can further discuss your use-case.
 
Thank you!

1


@... Can you please post the outcome here, as I have exactly the same query as Hayley. Thanks.

0


Can I also ask that you post the outcome here.  The conversation bot is essentially unusable if one is not able to see conversations between it and the customer for those outcomes that do not end up handing over to an agent.  

Unless I am missing something (happy to be told otherwise), for the 'bot only' chats I can't see what the customer asked, what the bot's response was or what time the chat occurred.

0


image avatar

Daniel Aron

Zendesk Product Manager

Hi folks, apologies for the radio silence. The conversation bot reporting and insights roadmap was paused for some time but is starting up again under the leadership of Lisa Tam. I will let her provide updates from here.

0


When is this planned to roll out in Q1?

1


This would be very helpfiul for us to be able to see when users are using the bot but can't find a answer. Can only see the free text when clients submit a ticket via the bot currently. This would be helpful to see what users are typing to make new workflows

0


It would be great to know how you are supposed to understand customer sentiment and general user experience when you are unable to see anything g customers are writing into the bot for the queries that do not result in a ticket being opened. 

0


image avatar

Lisa Tam

Zendesk Product Manager

Hi all, we are planning to release the Bot Insights dashboard very soon in April 2024 which will include conversation transcripts that will cover what end-users are typing and how the bot has responded. 

0


Lisa Tam Is there an updated release date for this dataset or has it been launched?

0


image avatar

Shawna James

Community Product Feedback Specialist

Hi Vaughn, please review this documentation here for more information. Thank you!

-1


Please sign in to leave a comment.

Didn't find what you're looking for?

New post