Shahrooz Kamali

Josef Prandstetter , great article, thank you for sharing!
 

Tetiana Gron , Thank you for the quick response! Do you have an estimated timeframe for the analytics? I learned from our Zendesk admins that we can export chat interactions and history via the ZD APIs, which we plan to do. My team of technical writers and knowledge managers is eager to use this data to make better content decisions. Who knows, we might even find a way to use AI to help us fine-tune our content and improve the AI-generated answers!

Emily Hillerman and Josef Prandstetter ,

Regarding your question on optimizing your help center content for AI, take a look at this article.

Tetiana Gron , Great feature! What is your plan for providing a way to measure efficacy beyond simple thumbs up or down feedback? It would be fantastic to have an analytics dashboard that shows a list of user questions and chatbot answers. This is essential for measuring success and identifying content gaps.

Great suggestion Tina. We would like to use the chatbot but are not able to this very specific reason. 

Hi,

In relation to my previous question, I would like to inquire about any potential plans to expand access to the bot builder beyond administrators. It appears that the bot builder would be an ideal tool for knowledge managers or technical writers, yet they are unable to utilize it unless granted sys admin privileges, which entails certain inherent risks. Is there any consideration being given to making the bot builder accessible to these user groups without requiring sys admin permissions?

Does access to the bot builder require system admin privileges? Is this a feature that a Knowledge Management specialist should own, or should it be owned by the system admin team?

We have a few articles that are currently restricted to agents and admins, and I am looking for a way to provide read-only access to these topics to our internal users (employees). Is there a way to do that without adding everyone to the agents and admins user group?