Feature Request: Ability to View Questions Asked by Customers in Answer Bot
Feature Request Summmary
We need the ability to see questions asked by customers that didn't have a resolution or when the customer selects "No" when asked if the article helped answer their question.
Zendesk Answer Bot only captures questions asked by customeres if the customer had clicked "Yes" for "Does this article answer your question?". We need the ability to also see the questions asked by customers when there is no resolution selected.
Business impact of limitation or missing feature
We have already optimized our articles as recommended, but we still have a low resolution rate. It is difficult to determine what type of articles we should write to resolve the low suggestion rate and resolution rate. It's great to see the type of questions customers ask when it helps provide the right answer, but this doesn't help us provide articles that are helpful for the customers that didn't get their answer resolved.
Other necessary information or resources:
I found a related post here.
I also saw that we can view content cues, but there isn't much information in there for us when I tried it.
This is a great enhancement request! This restriction (not being able to view questions from customers in Answer Bot when answer is "No" or no resolution) was one of the reasons we decided not to move forward with deploying it in our instance.
Hi annie.wu and Ryan Boyer
Just want to come back to you as we agree that it's valuable to see the questions where article recommendations were not helpful. We'll start exploring how we can include this signal into Content Cues and how we improve article suggestions in general.
Thanks for this great feature request!
Ability to See Customer Questions Asked in Answer Bot is a Feature Request.
Summary of Feature Requests
We need the ability to view customer inquiries that were not resolved or when the client answers "No" when asked whether the article helped answer their concern.
Zendesk Answer Bot only captures customers' queries if they have clicked "Yes" for "Does this article answer your question?" We need to be able to observe the queries that consumers ask when no resolution is chosen.
The economic consequence of a constraint or a missing feature
We have previously optimized our content as indicated. However, our resolution rate needs improvement. It's challenging to know what kind of articles we should produce to address the poor recommendation and resolution rates. It's helpful to see the type of questions people ask since it helps us deliver the proper response,but it doesn't help us produce articles helpful to customers who still need their answers answered.
Additional resources or information demanded:
I discovered a similar post here.
I also saw that we could see content cues, but there was little information when I tested it.