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Xin Bao

Joined Dec 08, 2021

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Last activity Mar 31, 2022

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ACTIVITY OVERVIEW

Latest activity by Xin Bao

Xin Bao commented,

CommentEnd-user guide for Help Center

Kyle Johnson Gotcha, thanks so much!

View comment · Posted Mar 31, 2022 · Xin Bao

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Xin Bao commented,

CommentEnd-user guide for Help Center

Thanks Kyle Johnson! Just wondering how did you change the prompted text? I'm not sure I see the relevant documentation

 

View comment · Posted Mar 31, 2022 · Xin Bao

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Xin Bao commented,

CommentEnd-user guide for Help Center

We have close to 2500 articles on help center. We found that we keep getting "wrong words" being triggered in the search. For example, a query from Answer Bot:

"Some of my users are having problem with schedules. Since Monday morning, I have a lot of failed schedules, expecially for two users, with no error messages. What could we do"

The returned articles are completely irrelevant to "schedule", instead these are the words seems to be used for ranking the search:

  • with
  • of
  • are
  • users
  • schedule
  • Monday morning

We have labeled most of our articles. How can we avoid having "with", "of" and "are" such words getting involved in the search rank?

View comment · Posted Mar 31, 2022 · Xin Bao

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Xin Bao commented,

CommentAI agents and automation best practices

I noticed that 1/3 of our articles' title starting with "How do I..." and for some reason the Guide considers "how do I" as a keyword, and this caused lots of more relevant articles without "How do I" being lowered in the Help center search result rank. This directly affects our Answer bot suggestion quality in the classic widget.

Is there any plan to address this issue soon?

View comment · Posted Mar 15, 2022 · Xin Bao

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Xin Bao commented,

CommentZendesk messaging

Hi Miranda Burford

If I understand it correctly, currently messaging does not support authentication, so we cannot automatically let our authenticated user (in our product) auth in to messaging, instead they will have to manually enter their email. Is this true?

I noticed that when I try to raise a chat ticket from Zendesk "get help", I didn't have to enter my email manually, how did we achieve that?

Thanks!

View comment · Posted Dec 16, 2021 · Xin Bao

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