Setting up Intercom's automated Resolution Bot to provide instant resolutions 24/7
- 38 Topics
- 94 Replies
I have a 200 page user guide that includes many screenshots. Is anyone aware of an effective way of automating the creation of articles from such a document? The challenge I am facing is that adding a PDF as content results in a fairly poor level of ingestion to the point where I would not be suitable for a support bot.
@intercom/intercom-react-native/ios/IntercomEventEmitter.m:2:9: 'Intercom/Intercom.h' file not found
Builds on bitrise are failing with either of the following errors alternatively :@intercom/intercom-react-native/ios/IntercomEventEmitter.m:2:9: 'Intercom/Intercom.h' file not found@intercom/intercom-react-native/ios/IntercomAttributesBuilder.h:2:9: 'Intercom/Intercom.h' file not found@intercom/intercom-react-native": "^3.0.4"react-native": "0.71.10"Podfile.lock - Intercom (12.4.3) - intercom-react-native (3.0.5): - Intercom (~> 12.4.3)
Our company has resolution bot answers created in more than 10 different languages and there could similar keywords added to the questions to train the bot. As a result, we’ve been experiencing bots giving resolution bot answers in a different language as what the Customer is writing in.
I am trying to create a simple resolution bot to answer a question about a user’s account details. I have setup it up as the custom object, added all necessary attributes. I was able to create as well the custom action to retrieve the data from our servers. The problem is I can’t seem to use the data/custom objects as a response of the resolution bot. I can’t find the option to insert it as indicated below, just like the Account_Number. Any tips on how to do this?
Hello, I've noticed that after the prospect submit a question via the chat with a good key word, the operator is able to automatically suggest a related article. However, if the same person asks a second question with good key words, the operator does not suggest a second article but says that"someone from the team will reply soon". Do you know why?
We use Intercom as a support tool for general enquires and customer support, but there is also a ticket system in place. We played around with handover in the most popular location where Messenger is installed and noticed that having text composer enabled significantly increases the conversation volume, but also stretches our resources. On the other hand, customers tend to abandon conversations more likely if they have to press a few buttons in the Custom bot before being connected with us. Customers also tend to abandon the conversations fairly quickly (within 5-10 minutes) if there is no first reply from the agent, and as chat question is not always detailed enough and we prefer to handle chats "here and now", using suggestions from this article is not the best option for us. Other chat solutions offer a more informative live support queue system: In some examples, I noticed customers are not connected to the agent, but the chatbot notifies there are X conversations before
Up until December-January, we had a stable and consistent coverage rate growth. It correlated with the amount of content we added, both in the form of RB answers and Help center articles (we have the article suggestion feature enabled).But starting from February, we see a drop in coverage that we cannot explain. The questions we receive are pretty much the same, and we didn’t make any significant changes in our content/settings. The weirdest part is, if I look at the stats day-by-day, I can see that, for example, Mon-Thu, we have an 80% coverage, and then, on Friday, it’ll drop to 40%. We never used to have drops like this before February.I believe the issue might be in the article suggestion feature. On a normal day, our bot sends out 100-150 article suggestions. But on other days, when we see drops in coverage, the number drops to 15-35. The number of answers sent seems to stay consistent. Has anyone else experienced anything similar? We'd appreciate any insights.
For our business it makes sense to rate how easily the customer found their information vs how the overall conversation went. We are not directly support, but are a tool to qualify leads. We've found poor sentiment scores solely based on if a lead can quality to use our product or not. It would be more helpful if we could edit the question/rating.
Hey Team, I have been going back through documentation and opened a ticket this morning with Intercom support. We have an RBot programmed to automatically give 2 PDF files for customers who need a copy of our W9's. I am attempting to update it today, and noticing the file attachment option is missing. Drag and drop doesn't seem to work either (I thought it might be worth a shot). Did the ability to provide files in RBot change over the past few months?
I'm working with over 100 resolution bots and I'm having trouble keeping them organized. Are there any upcoming features around adding labels, tags, or folders? Anyone have any suggestions for workarounds in the meantime?
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