There's been a change without any notification to your users where once an article is recommended, the flow ends. So now, if the article doesn't find a solution for the customer, they are stuck. There is no start over, no talk to an agent, nothing. Even if they enter "chat" the system doesn't recognize what they are typing.
A terrible experience for any site visitor. Instead of improving the widget, it's getting worse. On top of that, article recommendation often recommends unrelated articles.
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