Ensuring Article Recommendations in Zendesk Messaging
How can I ensure Zendesk Answer Bot recommends articles via Messaging?
To ensure that Zendesk Answer Bot recommends articles via Messaging, focus on training your bot. Adding more training phrases can help the bot provide the correct answers and articles to recommend to your customers.
Additionally, review your bot builder setup to ensure that customers are directed to self-service options before being routed to an agent. This setup can help maintain a high suggestion rate in the Messaging widget.
More related questions
What is the suggest rate in Zendesk's Answer Bot?
The suggest rate is a key metric for Zendesk's Answer Bot. It represents the percentage of questions for which the Answer Bot's Article Recommendations feature was active and sent suggestions. A low suggest rate might indicate misconfigured Answer…
How can I improve the suggest rate for emails in Zendesk Answer Bot?
Improving the suggest rate for emails involves checking your Answer Bot's configuration. Ensure that your email notifications include the necessary placeholders like{{answer_bot.article_list}}or{{answer_bot.first_article_body}}. Without…
How can I improve the suggest rate for web forms in Zendesk Answer Bot?
To improve the suggest rate for web forms, focus on your Answer Bot labels. Labels limit the articles that the Answer Bot can suggest. If it can't find a relevant article within the restricted set, it won't suggest anything, which can decrease the…
Why does Zendesk Answer Bot keep suggesting the same articles?
If Zendesk Answer Bot keeps suggesting the same articles, it might be due to label restrictions or the content of your email. Labels restrict which articles can be suggested, so if the Answer Bot is limited to a small set of articles, it will…
What are unsuccessful attempts in Zendesk Answer Bot?
Unsuccessful attempts occur when the Answer Bot cannot identify any relevant articles for a customer's query. In these instances, the bot does not make any suggestions to the customer. This can happen if the bot's configuration, such as labels or…
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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