This feature is available in Forest Omnichannel

The process of training Freddy Answer Bot is iterative and needs to be consistent. Follow these steps to make Freddy Answer Bot effective for your business.

  • Create a question and an answer
  • Trigger a bot flow or transfer the chat to an agent, if there’s a need
  • Add different examples of how the question can be asked
  • Preview and test Answer Bot performance for that question
  • Draw insights to improve the quality of questions and answers
  • Repeat.

In this solution article, we will see

Adding answers 

Adding example questions 

Transferring the chat to an agent

Triggering custom bot flows

Preview Freddy Answer Bot performance

Improving Freddy Answer Bot Performance

Adding answers

  • Start writing answers to all the commonly asked questions by clicking on the New Answer button. Go ahead and Add an answer. The replies can be formatted in bold, italics or underline. You can also add links to it.

Click on the Save changes button. 

Adding example questions

  • As customers can ask the same question in different ways, it’s essential to add different variants or examples of the same question and train the bot to deliver accurate answers, no matter how customers phrase it.Based on customer conversations, Freddy Answer Bot will suggest a list of variants for each question. You can either approve or reject them.
  • It’s also recommended to train Answer Bot to recognize questions your customers have not yet asked, by manually adding examples for each question.

Transfer to an agent 

There are questions a bot is not equipped to answer. Freddy Answer bot hands off such conversation to a human agent to speed up resolution and improve customer experience. You can choose to transfer certain conversations to a human agent without the customer having to request for one.

  • Identify the questions where an agent’s involvement is necessary. For eg. when a customer asks, “How much discount do you offer on bulk orders?”, having an agent to interact with the customer to negotiate the best pricing would make sense.
  • Click on Hand over to an agent. Answer Bot will collect the name and the email address of the customer before transferring the chat to an agent. This will help agents follow up with customers in case the chat gets disconnected.

Triggering bot flows in Freddy Answer Bot

Click here to know how to trigger bot flows in Answer Bot

Preview Freddy Answer Bot performance

After adding answers to a question, you can test the performance of Answer Bot for that question by clicking on Preview at the top-right corner of the screen. This helps you test if the relevant answer and flows are triggered by Answer Bot for that question.

You can also test the overall Answer Bot performance by clicking on Try your bot at the bottom-left corner in the Freddy Answer Bot configuration page. 

Improving Freddy Answer Bot performance

Freddy Answer Bot provides suggestions on creating effective questions and answers based on its performance. This includes:

  • Suggesting questions for which no answers exist today
  • Suggesting similar questions for an existing question and answer pair
  • Suggestions questions which are underperforming i.e. the ones that created a ticket in Freshdesk or were marked unhelpful by the customer.

The labels Unanswered, Improve Coverage and Underperforming indicate the next best action you need to take to improve the quality of questions and answers.

a) Unanswered: The questions for which the bot could not find an effective answer will be labelled as unanswered. It’s an indication that an answer has to be created for these questions.

b) Improve coverage: This label appears when the Answer Bot

  • Learns from customer conversation to find similar questions that can be mapped to the original question asked by the customer
  • Prompts you to manually add more examples of the same question 

This helps deliver precise answers to customers no matter how they phrase a question.

c) Underperforming: Answers in which the number of downvotes, is higher than 10% of the total votes, will be labeled as underperforming. It’s an indication that the answer isn’t helpful and needs to be changed.

Note: Freddy Answer Bot is available on Freshdesk: Estate Omnichannel onwards (or) Freshdesk Estate and Freshchat Estate plans.