Preparing Help Center Content for Bots
How should I prepare my help center content before deploying a conversation bot?
Before deploying a conversation bot, it's crucial to prepare your help center content to ensure top customer issues are covered.
Start by identifying common issues through reviewing tickets, macros, and other resources. This will help you populate your help center with relevant topics. Additionally, optimize your content for AI by ensuring articles are well-written and formatted, which will enhance the bot's performance. For more detailed guidance, check out the originalZendesk article.
More related questions
What are the best practices for planning answers for a conversation bot?
When planning answers for your conversation bot, focus on questions that users frequently ask and can be resolved without an agent. Start by reviewing top ticket issues and common help center search terms. Prioritize creating answers for about 20…
How can I create effective standard bot responses?
Creating effective standard bot responses involves encouraging users to ask concise, single questions and being transparent about the bot's identity. Avoid misleading users into thinking they're interacting with a human, as this can lead to long,…
What should I consider when setting up multilingual bots?
When setting up multilingual bots, it's important to use automatic translation and custom translations for selected messages. Start by building your bot in a single language to ensure optimal translation quality. Then, manually translate key bot…
How can I improve bot answer-to-question matching?
Improving bot answer-to-question matching can be achieved by using training phrases or assigning intents to answers. For training phrases, use language similar to how users word common questions and group related topics together. If you have an…
What are the best practices for building answers in a conversation bot?
When building answers for a conversation bot, start by echoing the user's issue to reduce confusion and guide them to a solution. Engage users by making it clear how they should navigate the bot and provide options throughout the answer….
How can I monitor and improve my conversation bot's performance?
Monitoring and improving your conversation bot's performance involves using reporting dashboards and reviewing bot activity. Start by using the Explore reporting dashboard to track user engagement and conversation transfers to agents. Address gaps…
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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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