Mike Mortimer
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Activity overview
Latest activity by Mike Mortimer-
Mike Mortimer commented,
Hi Dawn, yes those 3 different factors are what determine the prediction, which is calculated at any point the ticket is updated (or when it's created).
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Mike Mortimer created an article,
Announcing Answer Bot for the Web Widget and Answer Bot for Slack
We are excited to announce that Answer Bot for the Web Widget is now generally available, along with Answer Bot for Slack. Answer Bot for Web Widget This release brings the power of Answer Bot dir...
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Mike Mortimer commented,
Hi Mirjam, sorry to hear you're still seeing this behaviour. It's not reflected across other customers as this is something we continue to monitor and track. Reopen rates for Answer Bot solved tick...
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Mike Mortimer created an article,
Improving your Answer Bot suggest rate
The suggest rate is the percentage of questions Answer Bot was active for, and has sent suggestions for. If the suggest rate is low, or lower than expected, it can indicate that your Answer Bot la...
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Mike Mortimer created an article,
Improving your Answer Bot activation rate
To ensure you're getting the most out of Answer Bot, it needs to be activated correctly on all relevant triggers and web forms that you receive requests through. This article contains the followi...
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Mike Mortimer created an article,
Improving your Answer Bot click-through rate
Answer Bot for Email is already at a disadvantage as it requires users to first open the email and read the body, before they are likely to click through to any articles. In many cases there is a ...
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Mike Mortimer commented,
Hey Neil, sorry to hear it's causing confusion and for inception-linking you back to the exact post you were making a comment on... not that helpful! Labels serve 2 purposes: For normal help cente...
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Mike Mortimer commented,
Neil, labels restrict the set of articles that Answer Bot will search within. Based on that reduced set, if there is no article that's relevant or related to the question then it won't suggest anyt...
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Mike Mortimer commented,
Hey Eric, that's correct yes. Add that label to all the products articles (using bulk editing in Guide) and then configure your webform in the Answer Bot settings to filter only for that label.
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Mike Mortimer created a post,
Updated changes to default branding and customising the bot
We are very excited to let you all know that today the changes to support customisations and branding changes were deployed. You may have already noticed that "Answer Bot" has already been replaced...