As per question, the article and help is all well and good but it is not really landing our bots conversion. Our DesignWe reviewed 200K cases and distilled answers down to a few hundred to cover core needs and built the first 100 (then adding 50 per cycle)Custom bot paths all ending with a resolution bot answer150+ answers all with at least 10 variations of the question (trained)Some answers having key words to limit where they applyWe are refining the each resobot answer as we go (we have a weekly review process) Current PerformanceWe are seeing a small number of resobot answer sends on the end of the the custombotOur product is such that a request to add something could look like a request to remove something - but neither of these answers is being sent200 of 4000 conversations covered which seems low for 150 answers that cover our core business Would be interested in how y'all have approached this and what has moved the needle for your org.

Hey @craigHave you been able to optimize Resolution Bot? We tinkered with it at the start of 2019 but were getting similar results and having similar struggles, and we decided to stop it. I've been wondering about trying to train it up again, but our app is fairly complex. I'm suspecting this might be more useful for simpler user experiences, such as ecommerce websites.

Hey @craig, I did a lot of work in helping our Support team roll out its own iteration of Resolution Bot (back when it first launched as Answer Bot), so I might be able to offer some insight here.My first question is - within the variations of the question you're using to train Resolution Bot, are you clustering? "Clustering" refers to using multiple examples of each variation within your training.For example, for a question on "How do I reset my password?", you'd want to include three examples of "How do I change my password?", three of "How do I get a new password?", three of "How do I reset my password?" etc.Love the weekly review process, could you share some insight on that?When you say you're seeing a "small number" of answers sending, what number are we talking here?What kind of resolution rate are you seeing, on average, for your top-performing Answers?

Real world experience and bot training

Real world experience and bot training | Community

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded