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Zane Kanderāne's Avatar

Zane Kanderāne

Joined Oct 26, 2022

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Last activity Aug 13, 2024

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Latest activity by Zane Kanderāne

Zane Kanderāne created a post,

Post Q&A - Chat, messaging, and widgets

Hi!

We are looking into merging our multiple brands into one brand. This means that all of our products will be in one help center. This also affects the conversation bot as it will now look for relevant articles and I also assume answers (based on intent) throughout the entire which covers multiple products. Obviously, this is not ideal as we don't want the users to be presented with information of a different product.

 

The solution I see for this is similar to what is available in the Zbot here in Zendesk. There is the possibility to select a Product area and then the bot, it seems, look at the content within that specific selected area (surely the actual technicalities of this might be different, but at least that is the general idea I see happening). It seems that this is achieved via a custom solution or integration. 

 

The question is - is there a way how to achieve this with Zendesk features for the conversation bot? Is there a way how to offer a Category dropdown in the widget which would then basically be linked to a specific “content pool” relevant to that specific category and within which the bot would then search for the relevant articles and answers? 

 

Perhaps someone has experience with this and has achieved something similar when hosting multiple products under the same brand? 

 

Thanks in advance!

Posted May 29, 2024 · Zane Kanderāne

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Zane Kanderāne commented,

CommentHow to manage the widget for live chat

Hi,

We have observed a similar issue as mentioned above by Lucas. The help center fallback feature does not work reliably, even performing tests with the same query across various widget instances, the bot was not able to provide a response in some cases (although was able to find an answer in another instance to the same exact query). It is not entirely clear what the bot scans when looking for the relevant help center articles. I've heard it being labels and article titles, but even when making changes to these, it doesn't seem to help with the article search. We wanted to take advantage of the GenerativeAI feature which generates a nice summary response and links to the relevant article, but it appears that the core help center fallback feature is not working as intended in most cases. This also then further complicates tracking of the rejection and resolution rates for the conversation bot specifically. As a note,  I understand that the bot will not be able to provide answers to all queries if we don't have content on it, but it has trouble finding content to questions which we definitely have covered in our help center. 

Anyone else also experience this and knows a workaround or something? Thanks!

View comment · Posted May 23, 2024 · Zane Kanderāne

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Zane Kanderāne commented,

Community comment Feedback - Ticketing system (Support)

I agree, this would be quite nice to react to requester messages. I find that sometimes, depending on the context and content of the message, perhaps a response is not needed, so a simple "like" to the message or another option to react to it using emojis would be useful. 

View comment · Posted Oct 26, 2022 · Zane Kanderāne

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Zane Kanderāne commented,

Community comment Discussion - Tips and best practices from the community

Thanks for this! 

View comment · Posted Oct 26, 2022 · Zane Kanderāne

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Zane Kanderāne commented,

CommentTicket basics

Thanks!

View comment · Posted Oct 26, 2022 · Zane Kanderāne

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Zane Kanderāne commented,

Community comment Feedback - Ticketing system (Support)

This is quite great, thank you! 

View comment · Posted Oct 26, 2022 · Zane Kanderāne

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