AB for Web Widget is amazing, and we can't wait to see how engagement with AB increases as a result of adding that channel. It's very intuitive for end users as well.
On the agent side, there are some opportunities for improvement I would like to highlight. I hope there are some improvements planned for AB for Web Widget to make the channel even more effective. Specifically, the context of the end-user's engagement with Answer Bot needs to be made clear:
- Identify tickets submitted via Chat or Web Widget Contact Form after AB Suggestions for Workflow and Triggers- In this release, AB for Web Widget allows the user to "Get in touch" if they can't find the appropriate answer. However, the resulting ticket carries no indication that the user has engaged with AB. As a result, we can't exclude the ticket from my AB for Email triggers - they're going to fire and send the user more Answer Bot suggestions. While we think the bot is great, we don't want to overwhelm our users with automated answers and create a sense of a barrier between our users and our agents. If there was some tag added to the ticket when it's created after an AB for Web Widget interaction (e.g. "answer_bot_for_web_widget_offered") we can exclude those tickets from the AB for Email trigger.
- Display Answer Bot Suggestions to Agents- AB for Email and AB for Web Form show to agent the suggestions presented to the end user when they submit their request. However, AB for Web Widget only displays these end user suggestions to the agent if the end user self-solves a ticket. It's much more relevant to display these suggestions on the submitted ticket as well, so the agent can a) avoid presenting duplicate knowledge and b) further help to enhance the bot's suggestions and train the model.
- In reporting, connect AB for Web Widget Suggestions to Resulting Tickets- I can see AB Enquiries attribute in Insights and get a basic sense of what the user was asking, but the AB Enquiry is cut off after 20 or so words. If the user didn't find a solution, I will assume that the user contacted us; however, there's no connection with a ticket that will allow me to go in and see the full context of their request along with how the agent handled it. That is critical information we use in optimizing content for AB that we have leveraged in analyzing AB for Email and Web Form performance, and would like to apply toward AB for Web Widget engagements as well.
We will be examining what it looks like to simply exclude all Web Widget tickets from AB for Email triggers to solve the first issue, but think that allowing our triggers to know precisely which tickets received AB suggestions would give us a lot more flexibility in planning our workflows.
AB for Web Widget is off to a great start, but there are some opportunities to make it a more well-rounded feature and equip our agents for success in the event of a handoff from AB to a human. Hope to hear back on the team's thoughts around this!
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