Enhancing self-service capabilities with AI-based Zia Answer Bot

Hello All,

Zia Answer Bot is available with better accuracy to enhance the self-service capabilities of the platform and to empower the users to resolve queries independently.

By leveraging knowledge base (KB) resources, the Answer Bot provides accurate responses to the agents and customers in little time. As a self-learning bot, it trains on existing articles in the KB to generate precise responses based on its ability to analyze and interpret data. The bot supports 13 languages, ensuring quick assistance to help center users and agents worldwide.

Answer Bot for customers

Customers can resolve their questions by accessing the resources available in the help center. However, it can be difficult for customers to find relevant information without scouring through multiple topics and pages. With Zia Answer Bot, customers can receive quick assistance and access relevant information without having to search through multiple articles.

Answer Bot for agents

A support agent handling multiple customer interactions simultaneously can utilize the Answer Bot to get quick access to relevant knowledge base articles and identify the key steps required to resolve the query without leaving the ticket detail view.

Training Answer Bot

After the Answer Bot is created and saved, it will automatically start training itself on the available KB articles. After the first round of training, the user can view the status of training, such as how many articles the Answer Bot has trained on, how many articles it has not yet been trained on, and if the bot failed to train on any articles.

Each time an article is created or updated in the knowledge base, an option to re-train the Answer Bot will be enabled. While the scheduler is set for training Answer Bot every thirty minutes, the user can manually initiate retraining.

Best practices to consider for optimum results

Opt for easy to understand language with the right explanation for technical terms if any.
Ensure that the article is in one of the 13 languages the bot supports.
The article must have a minimum of 100 characters and should not exceed 100,000 characters. Ideally, each paragraph should not be more than 1,000 characters.
Structure the content using titles, headings, and subheadings that are clear, concise, and appropriate. This helps Answer Bot differentiate and understand the sections better.
Always keep the articles updated.
Include FAQ format in the help articles.

Zia Answer Bot is your round the clock assistant that can improve the self-service capabilities of the platform and enhance customer satisfaction. This feature is available for users in US, AU, EU, and IN data centers. Please refer to the help doc: AI-based Self-Service with Answer Bot to learn more.

PM: @Kavil Rawat

Regards,

Raveena

Zoho Desk| User Education

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