Answer Bot Article Search

9 Comentarios

  • Mike Mortimer
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    Hi Adam, thanks for the feedback (and apologies for taking so long to reply!)

    1) Ignoring greeting / non-search content: Agreed, more to come on this issue in the future

    2) Not blocking text input: Also agreed, we'll be reducing the delay before contact options (and text input) is displayed which will be the first step, and then enable the field for input in the future as well

    3) Non-supported languages: We are looking to introduce a fallback to standard search to allow for a better overall experience. I've created a specific post that you can follow here: https://support.zendesk.com/hc/en-us/community/posts/360002673127-Fallback-to-standard-search-for-non-supported-languages

    Thanks!

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  • Shannon
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    Are you able to provide more detail about what criteria Answer Bot for web widget uses to search for articles? Is it different from Answer Bot firing on tickets?

    I've just been testing it with some of our common enquiries and even when I use keywords that exactly match the labels or titles of articles in our Help Centre, Answer Bot suggests unrelated articles. I've also tried using the exact wording from tickets that were previously solved through the web widget, but I get different unrelated articles suggested.

    Any tips for optimising the Help Centre for Answer Bot for web widget?

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  • Mike Mortimer
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    Hi Shannon, Answer Bot uses full natural language context to interpret what is being asked and matches that to the most relevant article(s). Doing keyword searches won't match. Try be more verbose and use natural language the same as your users would be entering, to look for the matching results

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  • Ian Remington
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    Mike,

    Thanks for your feedback on this! I had been struggling with this issue myself. Is this something that can be potentially amended in the future? Tpyically, as a result of Zendesk's general help page, we have advised customers for short concise keyword searches that match the language that they see in our product. This was generally as a result of the the article titles, keywords and former usage of how Zendesk's general help page would work. However, with this change, using those same tight short worded searches, many articles no longer pull. However, when using more question based terminology, those same articles will appear. Thanks!

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  • Jennifer Eolin
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    I have a workaround that works for us w/ the word "Hi." I've added a general article about how to use the Help Center and put every greeting (in every language) as a tag. Now when "hi" or similar is searched for, this article comes up and helps them refine their search, open a ticket, etc. Hope this helps! It's been a great help to us.

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  • Jennifer Rowe
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    Hey Jennifer!

    That's a great idea! Can you send us a link to the article you use? 

    I think we'll add this as a tip to the docs (unless you want to add it as a tip in our Community!? hint hint :). Either way, I'm sure other users will find this useful so I want to make sure we document it somewhere.

    Thanks!

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  • Jennifer Eolin
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    I'll add it to the Community! :)

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  • Jennifer Eolin
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    You can find my tip (plus tags I use) here!

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  • Jennifer Rowe
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    You are good. :)

    Thanks so much for doing that--and so fast too! 

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