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Is it possible to check the effectiveness of the answer bot?

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Ignas

Publicado 10 de jun. de 2022

Hi,

Is it possible to somehow check the effectiveness of the answer bot?

For example, statistics on how many total users started a chat with the answer bot

How many of those users continued submitting a ticket to the help desk. (because they didn't get the answer they needed)

How many of those users didn't submit a support request ticket (because they found their answer in an article suggested by the answer bot)

I believe this would be a very useful feature and I will be more than happy to find out if such a feature exists.

Thanks for your answers in advance.

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    Dion

    Zendesk Customer Care

    Hi Ignas, 

    You can do this in Explore. Please see this article for more information: Explore recipe: Analyzing Answer Bot activity

    Regards,

    Dion

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