Automatically exclude restricted articles from Answer Bot suggestions

Terminée

6 Commentaires

  • Commentaire officiel
    Mike Mortimer
    Actions pour les commentaires Permalien

    We've noted this as an issue currently - the logic for filtering and checking access is currently in the reverse order and we'll aim to get a fix out for this ASAP. I'll update this post once we've deployed a fix.

    Thanks for the investigations and pointing this out John and Zac!

    The correct process that should be getting applied is:

    1. In the backend we fetch all articles (which are above the relevance threshold <= important) and return them based on their order of relevance 
    2. We filter the results to only articles the user has access to
    3. We restrict that down to the top 3
    4. We return those to the user 

    Currently 2 and 3 are in the wrong order.

    In terms of the trigger firing: The trigger always fires by design, because the intention here is to add Answer Bot to a standard "Notification of request received" type of trigger, where we're just adding some suggested articles as a secondary block to an existing notification email. 

  • Zac
    Actions pour les commentaires Permalien

    Wow, this is very interesting. How did you discover this behavior? I'm curious if this behavior is impacting our AB results. This would probably be helpful to us, too!

    0
  • John Trumble
    Actions pour les commentaires Permalien

    Mike, I think the argument you're making here is that the public articles should be made to be more relevant than those that are restricted / internal.  It's possible we can improve the content of those that are public, but I feel like that kind of misses the point.  Ideally, any article that Answer Bot isn't going to suggest (e.g. because it's restricted) should be ignored completely in the search process.

    Zac, to answer your question, I discovered it when I was trying to understand why I sometimes have tickets where the Answer Bot trigger fired, but AB didn't suggest anything.  To investigate, I took the subject and body from one of those live tickets - where the Answer Bot trigger fired but didn't suggest anything, and I knew there are relevant articles it should have suggested - and I pasted them both into the Answer Bot Configure and Test tool (Admin -> Business Rules -> Answer Bot -> Edit trigger -> Configure and Test).  Even though there had been no suggestions on the actual live ticket (and should have been), the Configure and Test tool found three suggestions.  I clicked into each of the suggestions it came up with, and each of them was a restricted / internal article; that is to say, they were each in a section that is restricted to Agents and Managers only.

    Certainly, I'm glad that Answer Bot isn't sending these internal articles as suggestions.  That's good.  But there are public articles that it should have suggested instead, and it didn't, presumably because it thought the three internal ones had the highest relevance threshold.

    My product suggestion here is to have Answer Bot ignore articles that are restricted.  If it can't / won't suggest them, it shouldn't consider their relevance threshold either.

    0
  • Mike Mortimer
    Actions pour les commentaires Permalien

    Hey John, I looked into this more deeply and you are 100% correct. I'll update my official response. It's not behaving the way it should be right now which is to first filter to the articles that the user has access to and then take the top 3, rather it's taking the top 3 then filtering for access - which is not how we intended the logic to work. Bug fix is in progress!

    0
  • Mike Mortimer
    Actions pour les commentaires Permalien

    Hi John, the fix went live to 100% last week. The logic is now being applied in the correct, desired way - filtering restricted content first and then taking the top 3 most relevant. Thanks again for raising this!

    0
  • John Trumble
    Actions pour les commentaires Permalien

    Great, thank you Mike!

    0

Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk