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Todd Becker (RR)

Joined Oct 16, 2024

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Last activity Nov 15, 2024

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Latest activity by Todd Becker (RR)

Todd Becker (RR) commented,

CommentUsing legacy AI agent functionality

I would like to confirm, it is not possible to include a ‘multi-select’ custom field in the ‘Ask for Details’ step type.

View comment · Posted Nov 15, 2024 · Todd Becker (RR)

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Todd Becker (RR) created a post,

Post Feedback - Chat and Messaging (Chat)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

The reply provided by our AI chatbot may not be the ONLY response, we would like to be able to create an ‘answer’ that allows the chatbot to ‘Recommend Articles’ after providing an answer via ‘Generate a Reply’.  This would impact customers using the chatbot for self-service support.

 

What problem do you see this solving? (1-2 sentences) 

Customers may ask a question and although they receive a response, they may wish to see other potential articles that address the question, beyond what was used to ‘Generate a Reply’. By creating an ‘answer’ that will display a carousel of articles unique to the original question, the customer could easily see other choices without having to ask more questions or search on their own.

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

We are early in our implementation of our client facing Guide, but through testing, we expect that this may happen regularly, where we have more than one article that could address a customer's request. In most cases, the AI generated reply seems to do a great job of identifying what the customer needed, we are just looking for an easy (1-click) way for a customer to get more options.

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like to be able to keep my chatbot configured to ‘Generate a Reply’ and I would like to be able to create an ‘Answer’ to be presented in two scenarios. First, if the customer indicates that the reply was not helpful, the answer could be presented to ‘Recommend other Articles’ and would leverage the logic as if ‘Recommend Articles’ was the chosen behavior for the bot. Second, if the bot can't answer the question, the same answer would be presented. 

 

Posted Nov 07, 2024 · Todd Becker (RR)

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