Bot - Improvements to automated unresolved questions
Publication le 27 août 2024
In wanting to use the data within the unresolved questions within a bot flow, I am suggesting a few improvements:
- There should be a way to export the conversation so we can view it holistically, analyze the data, and send it to others and make improvements
- There should be a way to search the conversations by name or user ID. I was trying to match up our reporting with users that clicked on “no this was not helpful” and it was very tedious to go through it one by one to find the matching conversation.
- There should be a way to clear/dismiss the feedback once we viewed. Overtime, I imagine this screen being pages and pages long. There needs to be a way to clear the reviewed unresolved questions, so we can review and manage new unresolved answers.
36
18
18 commentaire
Kilian Baums
Totally agree to the shared feedback in this thread. What I would like to add:
For unsolved conversations we would like to see which part of the end users message the bot matched with which part of the article, the bot is suggesting to the user. This would help us to improve the content and phrasing of our articles.
5
Daniel Aron
Hi 1265162584489 could you elaborate on your comment
What are you looking for that's not available today in the automated resolution dashboard?
0
Daniel Aron
Hi 1263213551409 and all, this is great feedback, please keep it coming! We are planning several enhancements to AI agent insights and reporting in early 2025. We'll take these suggestions into consideration.
2
Nadiah
Agree as well with this. Please have this soon!
6
Yvonne P.
Agreeing with everyone above - commenting in hopes this will get more attention soon!
8
tina y
I would like to add that all of this should be reportable through Explore.
9
Micheál McArdle
Thank you for creating this, Reshma.
I wanted to share some feedback: it would be great if visibility into automated resolutions could be a standard feature rather than a suggestion. We’re paying for the number of automated resolutions, so it’s surprising that we can’t view them.
It’s a bit like if your phone company charged you for calls but didn’t show you a record of them—it would seem quite unusual.
6
Thorsten Rothenpieler
Thanks for creating this and good suggestions.
I would like to add that it would be useful to be able to teach the bot how to better answer next time, a question like this comes in.
In our case, I noticed that some unresolved questions could have been answered with one of our Help Center articles but the bot didn't use them. I would like to teach the bot that article X would work for question Y and so on.
6
Se connecter pour laisser un commentaire.