Question

Why doesn't the bot generate a correct response when I type 'pophjkukighk,' 'abc,' or 'T'?

Answer

Zendesk recommends using a greeting message generated by the bot to inform users how to search for information effectively. This proactive approach enhances the user experience and ensures users understand the best practices for utilizing the bot’s capabilities.

It is important to understand that the Zendesk bot is not designed to process random words or single letters. This limitation can affect the bot's functionality, leading to incorrect answers, irrelevant articles, or unexpected behavior. When users input vague or incomplete queries, the bot may struggle to generate meaningful responses, which can frustrate users and undermine their trust in the system.

Furthermore, during the bot's testing phase, it is essential to conduct tests that accurately reflect the actual search behavior of end users. Instead of trying to anticipate and control every possible text input that could be entered into the widget composer, testers should concentrate on realistic scenarios that users are likely to encounter. This approach will help ensure the bot performs effectively in real-world situations, resulting in a more positive user experience.

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Note: This functionality is part of AI agents - Essential.