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

sarah aasland

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. 

 

10 Comments

  • Jason Walker-C

    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
  • sarah aasland

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

     

     

    0
  • Dave Dyson
    Nice work, sarah!
    0
  • 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
  • Shayan Moussawi
    • Edited

    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
  • Ahmed Zaid
    User Group Leader Community Moderator

    Hi Daniel Aron,

    Any update on reporting on free-text in flow builder dataset?

    1
  • User 5629941

    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
  • 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
  • Rachel Martin

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

    0
  • Sean O'Neill
    • Edited

    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

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