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Xin Bao

Adhésion le 08 déc. 2021

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Dernière activité le 31 mars 2022

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Xin Bao a ajouté un commentaire,

CommentaireEnd-user guide for Help Center

Kyle Johnson Gotcha, thanks so much!

Afficher le commentaire · Publication le 31 mars 2022 · Xin Bao

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CommentaireEnd-user guide for Help Center

Thanks Kyle Johnson! Just wondering how did you change the prompted text? I'm not sure I see the relevant documentation

 

Afficher le commentaire · Publication le 31 mars 2022 · Xin Bao

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CommentaireEnd-user guide for Help Center

We have close to 2500 articles on help center. We found that we keep getting "wrong words" being triggered in the search. For example, a query from Answer Bot:

"Some of my users are having problem with schedules. Since Monday morning, I have a lot of failed schedules, expecially for two users, with no error messages. What could we do"

The returned articles are completely irrelevant to "schedule", instead these are the words seems to be used for ranking the search:

  • with
  • of
  • are
  • users
  • schedule
  • Monday morning

We have labeled most of our articles. How can we avoid having "with", "of" and "are" such words getting involved in the search rank?

Afficher le commentaire · Publication le 31 mars 2022 · Xin Bao

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CommentaireAI agents and automation best practices

I noticed that 1/3 of our articles' title starting with "How do I..." and for some reason the Guide considers "how do I" as a keyword, and this caused lots of more relevant articles without "How do I" being lowered in the Help center search result rank. This directly affects our Answer bot suggestion quality in the classic widget.

Is there any plan to address this issue soon?

Afficher le commentaire · Publication le 15 mars 2022 · Xin Bao

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CommentaireZendesk messaging

Hi Miranda Burford

If I understand it correctly, currently messaging does not support authentication, so we cannot automatically let our authenticated user (in our product) auth in to messaging, instead they will have to manually enter their email. Is this true?

I noticed that when I try to raise a chat ticket from Zendesk "get help", I didn't have to enter my email manually, how did we achieve that?

Thanks!

Afficher le commentaire · Publication le 16 déc. 2021 · Xin Bao

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