Upon starting with Answer Bot, we found that transcripts of the conversation the end-user has with the Answer Bot are not being shown to the Chat agents.
Why is it a problem?
It's a problem for a number of reasons.
For the end-users it provides a bad experience, in their view they've already asked their questions and would like for an agent to follow up straight away.
The Chat Agents on the other hand miss a vital part of the conversation, leading to them asking a question multiple times. Furthermore, it would be beneficial for the agent to see the articles which were presented to the end-user, so they at the very least won't share the same article twice.
At the moment we don't have a workaround for this challenge (if there is anyone in the community who has an idea, feel free to share!).
Ideally, we would like for Zendesk to handle the conversations with Answer Bot just as a Chat which is handed to an Agent, with the full conversation history.
The impact is such that we are not sure whether we will continue using Answer Bot.
Thanks for reading, and if your organization is experiencing anything similar, please do upvote this post.
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