Suggested Articles in chat widget before chat starts

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  • Ramin Shokrizadeh
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    Hi Grant,

    Thanks for the feedback. If you are using the Web Widget with help center, you can do some deflection today using the contextual help option: https://support.zendesk.com/hc/en-us/articles/219796887-About-Contextual-Help-for-the-Web-Widget

    As for alternative solutions to this problem, you could:

    • Create shortcuts inside Zopim for common issues that agents can use at the beginning of a chat to reduce the length of the chat (if Help Center content can resolve the issue)
    • Create a trigger to send a message if the content of the visitor message contains a specific word

    We are also exploring how we can do intelligent article suggestion in the agent dashboard during the chat. Nothing to share on if/when it will get released, currently an exploration.

    Thanks,

    Ramin

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  • Grant Heimbach
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    Thanks for your response, Ramin!

    We're not using the Contextual Help widget but we've used the Zendesk Help Center API to create our own contextual suggest articles experience in our own help widget. We created our own help widget to blend better with our product and product experience.

    We're already using shortcuts and they're great.

    Thanks for the suggestion on triggers! I hadn't looked into that yet. Looking at it for a few minutes, it looks promising and may offload a few percentage points of chat volume.

    Intelligent article suggestion would be great. Right now it requires agents to be fully knowledgeable of the help center content, know what content works is best in different scenarios, and then leaving the efficient workflow of the chat dashboard to go search on the help center, find the article, copy and paste the URL back into the chat. This would greatly increase our efficiency and decrease our chat time immensely (when you think about how often we have to perform this inefficient searching for the right help article).

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  • Deidre Jones
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    Hi Ramin

    I have the same request from some of our Chat pilot agents. 

    "Can we have a pop up on our side showing suggested articles which could help to resolve the merchant’s problem?" The would like to link the pop up in the their chat response. Right now 

    Since you mentioned you were exploring how you can do intelligent article suggestion in the agent dashboard during the chat, wondering if there's any update to this.

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  • Ramin Shokrizadeh
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    Hi Deidre,

    The project exploring this two years ago got abandoned. The only solution to get help center articles in the agent dashboard is to use the following app in the sidebar: https://www.zendesk.com/apps/chat/knowledge-base-search/?source=app_directory

    If you use Answer Bot on your website, you can provide articles to your customers before they reach your agents. You can learn more about the Answer Bot Widget experience here: https://support.zendesk.com/hc/en-us/articles/360001121068-Announcing-Answer-Bot-for-the-Web-Widget-EAP

    Thanks,

    Ramin

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  • Deidre Jones
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    Hi Ramin, 

     

    Thanks for suggesting the app. I have installed and tested. Looks good to me. I think the chat agents will  benefit from it. 

    Answer Bot is definitely on the road map for the near future. I've been playing around with it in our Sandbox environment but the trial has expired. When we're ready to make the leap, I'll get back to it. 

    Thanks again for your help. 

     

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