Handling Unsuccessful Attempts in Zendesk Answer Bot
Discover how Zendesk Answer Bot manages unsuccessful attempts and what it means for your customer support strategy.
How does Zendesk Answer Bot handle unsuccessful attempts?
Unsuccessful attempts occur when the Answer Bot cannot find relevant content to offer. In these cases, the bot does not provide any article suggestions to the customer.
For instance, if Answer Bot is set to respond to 200 tickets but cannot find suitable content for 40 of them, these are marked as Unsuccessful attempts. This metric helps identify gaps in your Knowledge Base where additional content might be needed to improve the bot's effectiveness.
More related questions
What is the difference between Attempts and Answers in Zendesk's Answer Bot reporting?
Attempts and Answers are key metrics in Zendesk's Answer Bot reporting that help you understand the bot's activity.Attemptsrefer to all instances where the Answer Bot tried to offer content, regardless of success.Answersare the…
Can I create a report for Unsuccessful attempts in Zendesk Explore?
Yes, you can create a custom report for Unsuccessful attempts in Zendesk Explore. Although there's no prebuilt report, you can use the Article Recommendations dataset. To build this report, select Unsuccessful attempts as the metric and add the…
What are some examples of how Zendesk Answer Bot metrics are calculated?
Zendesk Answer Bot metrics like Attempts and Answers are calculated based on the bot's interaction with customer tickets. For example, if 300 tickets are submitted and the bot is set to respond to those from a specific email, it might attempt to…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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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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