Reading Bot Conversations that don't transfer to agent
In messaging and flow builder, it's immensely insightful to read the customer's interaction with our bots BEFORE they are transferred to an agent and it turns into a messaging conversation. Please add a feature where we can see all of these interactions even if the customer is never transferred to an agent. It will help us improve our bots and know which questions still need to be answered.
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Hi Jeremy,
I believe that this is not possible because a ticket is not created until transferred to an agent, which means you are not able to view the bot interaction in advance. What I did was set up some customer drop down fields related to the flow which the customer is in when requesting an agent. A trigger will update the left side of the ticket and have the KB show relevant articles.
The agent still has to do the work but at least they have an idea of what the customer is asking at the start.
Hope this helps
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Thanks for responding, Steve Lacoss. Do you have any alternative ways to get insights about customer interactions with the bot -- what is working and what isn't working?
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There is a Zendesk Dashboard for Answer bot. When creating your flows, make sure to make each option selection possesses an unique title even if copied from another flow. This will allow you to track the customer clicks during the bot interactions and see what is clicked more than others.
The dashboard also tracks what the customers are asking the bot and whether the request was answered with relevant flows. Deflection can be tracked by the % that ended up requesting an agent.
This would be the place to start. There are some great articles on this topic which you may find helpful.
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