Issue: Articles are often updated before the Chatbot agent is.
Question: Is there a way to utilize the FAQs in a quick and easy way to access the articles and give suggestions before triggering the default fallback?
Example(s):
shopDisney:
Amtrak: https://www.amtrak.com/
- Like – responses are not repeating the article
- Like – has other possibly relevant articles
- Dislike - If you type in a question that it has an FAQ for it automatically loads that page
- the automatic transition is a jarring experience
- takes a bit for the chat window to reload on the new page
- makes the bot response redundant, if you are on the article page you don't need the chatbot summary
- Option to view article: I like this feature, but not how Amtrak uses it.
- redundant if you have been moved to that article
- gives the message that you are already viewing it
Takeaways:
- Good article summary
- Option to view full article
- Do not like the automatic opening of the article or the long load time of the chat to repopulate on the recently opened article
- Option to list relevant related articles
Other workarounds: Disney+ has a pre-chat window that searches the FAQs prior to starting a chatbot session