GX Technology : Answer Bot Best Practices
Created by David Sohnchen on Sep 15, 2020
- Ensure guest-facing articles exist for top-driving issues, and include proper keywords and labels.
- Use labels to segment articles. Each answer bot trigger can look for different article labels. For example, adding "android" to all Android-specific articles will allow Answer Bot to only suggest Android articles when certain trigger criteria are met (e.g. guest contacts from mobile SDK on Android device).
- Labels in Answer Bot should not be used for improving suggestions. Creating an answer bot trigger that only looks for articles with a label "membership" is bad practice. We need to allow the learning algorithm to learn instead of limiting the amount of articles it can suggest.
- Enable Answer Bot, but do not include the suggestion code in the triggers that send out suggestions to guests. This will allow the agents to monitor and improve Answer Bot suggestions by using the agent Answer Bot interface when viewing tickets.
- Once we feel Answer Bot is suggesting the correct articles we would then enable it for guest by adding the suggestion code back into the triggers.
- Agents will continue to monitor and improve suggestions even after guests are using the system to ensure we are still suggesting the proper articles.