Help us make our Resolution Bot answers even better
- We have a lot of resolution bot answers (a few hundred) and the lack of search ability is a real problem. We are having to maintain a copy of all content in a separate system just to use for searching and maintaining content
- I haven't found any way to import or export resolution bot answers content.
- We need to be able to run & export reports for a given time period to understand trends. (id, tags, number of times presented, routed to team, resolved, and ratings)
- As we are creating our Resolution Bot answers, it would be nice to be able to link to another answer (like we can do with the new custom bot features). For example, if we have created several answers on a topic, would be nice to be able to offer options in the bot to link to one of the other answers if they didn't get their answer fully resolved. Currently we would have to duplicate the content inside each resolution bot answer, which is really hard to maintain.
- When we insert an article, please show us the article ID and user segmentation attached to that article so we can make sure we are inserting the correct article.
- It would be really nice to have a notes section that is visible only when editing the Res. Bot Answers. A place where we can document updates or note where we think changes need to be made.
- Give us the ability to tag, add notes, and organize the suggested answers. We currently have 1000 suggested answers, and the only option is to dismiss them. They change/update regularly so trying to manage this list and where we are on the progress of these is very difficult
I would love to hear from other users how they are solving these problems!
Thanks
