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Bot - Improvements to automated unresolved questions
Posted Aug 27, 2024
In wanting to use the data within the unresolved questions within a bot flow, I am suggesting a few improvements:
- There should be a way to export the conversation so we can view it holistically, analyze the data, and send it to others and make improvements
- There should be a way to search the conversations by name or user ID. I was trying to match up our reporting with users that clicked on “no this was not helpful” and it was very tedious to go through it one by one to find the matching conversation.
- There should be a way to clear/dismiss the feedback once we viewed. Overtime, I imagine this screen being pages and pages long. There needs to be a way to clear the reviewed unresolved questions, so we can review and manage new unresolved answers.
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18 comments
Thorsten Rothenpieler
Thanks for creating this and good suggestions.
I would like to add that it would be useful to be able to teach the bot how to better answer next time, a question like this comes in.
In our case, I noticed that some unresolved questions could have been answered with one of our Help Center articles but the bot didn't use them. I would like to teach the bot that article X would work for question Y and so on.
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Micheál McArdle
Thank you for creating this, Reshma.
I wanted to share some feedback: it would be great if visibility into automated resolutions could be a standard feature rather than a suggestion. We’re paying for the number of automated resolutions, so it’s surprising that we can’t view them.
It’s a bit like if your phone company charged you for calls but didn’t show you a record of them—it would seem quite unusual.
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Tina Yates
I would like to add that all of this should be reportable through Explore.
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Yvonne P.
Agreeing with everyone above - commenting in hopes this will get more attention soon!
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Nadiah
Agree as well with this. Please have this soon!
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Daniel Aron
Hi Reshma Patel and all, this is great feedback, please keep it coming! We are planning several enhancements to AI agent insights and reporting in early 2025. We'll take these suggestions into consideration.
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Daniel Aron
Hi Micheál McArdle could you elaborate on your comment
What are you looking for that's not available today in the automated resolution dashboard?
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Kilian Baums
Totally agree to the shared feedback in this thread. What I would like to add:
For unsolved conversations we would like to see which part of the end users message the bot matched with which part of the article, the bot is suggesting to the user. This would help us to improve the content and phrasing of our articles.
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Ashley Caputo
Agree with all of these suggestions here. I would like to add that I'm struggling with the disconnect between the intents and the conversations themselves. There is no where to see which intents are applied to which conversations. If I build a flow using an intent, I have no way to verify that it is working correctly. The insights dashboard gives me an overview number of times an intent was detected, but I can't drill in to see which conversations this includes. Separately, I'm able to view conversations, but I'm not able to see which intents they are associated with. Building any flows using intents would just be a shot in the dark.
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Micheál McArdle
Daniel Aron We now have both human agents and AI agents in Zendesk. When coaching and providing feedback to human agents, I can easily review their tickets to ensure their performance is on track. Additionally, I have access to numerous data points to measure human agent performance.
However, there are significant limitations to AI agents. I cannot view any resolutions or conversations for the first 72 hours. After that, I can only review resolved conversations one by one, and these are only visible for a rolling 30-day window. Unlike human agents, I cannot pull any performance data for AI agents. If I find an issue with how an AI agent responds, such as a bug, the support team always refers me to a help article without offering meaningful assistance.
The configuration of AI agents is also confusing. You can set up 'Answers,' which, when implemented, bypasses any AI interactions entirely, guiding users through predetermined text and options. Additionally, I cannot create custom intents. The out-of-the-box intents are irrelevant to our industry and product, and there's no option to turn them off or customise them to better fit our needs.
The current bug with the chatbot should be classified as a P1. It was identified weeks ago and still hasn’t been resolved. The issue occurs when the chatbot fails to generate an answer from a user query on the first attempt. However, when the same query is copied and pasted into the chat again, the chatbot successfully generates a response — but only on the second attempt.
Overall, I am very disappointed with this rollout. It falls far short of the capabilities offered by other AI chatbot services. I have very limited control over the chatbot configuration, and when issues arise, Zendesk support is unhelpful.
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Danielle Ditson
+1 to the ability to see the ticket number so I can find the conversation after it is transferred to an agent. I can't even get the information from the Conversations API because there is no clear place to find the URL or the appId to make the call.
Also the complete inability to train the bot based on the conversations is extremely frustrating. I can review the conversations, and see where the bot should've directed the conversation. But I have no way of providing the bot that feedback.
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Tim Sulzberger
Hi,
At a minimum I need to export the transcripts or parts of the conversation as a csv please.
Going one step further, an API to pull in this information into our datalake or BI tools would be better
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Sheryl Doluna
I completely agree with the original post. Hopefully, Zendesk will listen to our feedback and prioritize this issue soon.
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Charlie Tang
Agree here, we need to be able to review conversations our bot has with customers to ensure that the correct response is being provided.
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Afton Rupert
+1 to all feedback shared! Having the Zendesk ticket # in the transcript would be a great first step alongside getting all of this into Explore so we can view transcripts beyond the 30 day window.
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Mick O'Donnell
Hi Reshma,
Thank you for your feedback, and to the follow up comments. I'm happy to say that we're making these changes a priority on our 2025 roadmap, with emphasis on the export conversation log feature. Fully agree that this will make the conversations easier to analyze. As we can closer to this delivery, I'm happy to share further information, but it may not be until the second half of 2025, but we'll see if we can get this out sooner.
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Agatha
100% agree, the Answer Bots are a great feature but analyzing the information for improvement one by one is not realistic.
The export feature would allow a way more accurate and organized process.
I also have the same issue regarding matching tickets with the bot conversations, which is a incredible way to understand what is missing in the bots/help centers.
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