We recently started using the bot in our support portal and I feel like the "Insights" doesn't really give enough information to understand how the bot is working with our customers.
I would suggest a 'history'
feature, where agents can analyze all conversations that the bot has, would be a beneficial addition. I would imagine there would be a lot of useful information in there to analyze and update our portal / solution articles based on it.
Some examples off the top of my head:
Reoccurring questions for 'what is the helpdesk number'
This would perhaps point to us not communicating properly to our
clients, or a UI change to a program we have negatively effects our
Reoccurring questions about a issue with an app or program
As helpdesk agents we could pass along the information to our infra
team to actively work on. Sometimes tickets are always generated and we
can proactively work on something.
The current "Insights" works well for showing value of the bot;
resolving issues without agents and giving them time back to them. It
would be a huge benefit for the more technical to have average chat
times with bot, articles linked by bot,
questions asked to bot, etc.
If available and used properly it would result in a better user experience and adoption with the bot.
Welcome to the Freshdesk community. Congrats on your first post here :D
I'm not sure if you've noticed the 'Conversation History' option in the 'Train' section for the Bot. It helps you to quickly glance through the conversation and find the articles suggested by the Bot. You could then use the other options to link/create an article for a question unanswered/unattempted by the Bot.
Do you find this helpful?
8 days ago
That would be what I'm looking for.
All that is displayed to me under Train is "No Data Found" yes the Insights page displays interactions.
Does the Train area also show 'successful' answers or just ones that are marked 'not helpful' or 'not successful'?
8 days ago
@Thomas, The 'Train' section would list all the conversations that were marked 'not helpful' or 'not attempted' by your customers.
8 days ago
Thanks for the clarification.
I would be asking for all conversations and additional analytics from the bot based on the use-case examples listed in my original post