To help Answer Bot provide more resolutions, you’ll need to train it.
There are three methods you should follow to make Answer Bot more effective:
- Train Answer Bot to recognize each answer - add at least 10 example questions to each answer.
- Broaden Answer Bot’s coverage - create answers that cover many different topics.
- Deepen Answer Bot’s coverage - create multiple answers that cover a single topic.
It’s crucial that you give time to each of these methods to train Answer Bot. By doing so, you’ll increase Answer Bot’s coverage, provide more customers with instant resolutions, and save hours of your teammates’ time each week.
Here’s how to train Answer Bot:
1. Train Answer Bot to recognize questions
Training Answer Bot for a single answer is easy. If you’ve got lots of past Intercom conversations, Answer Bot will surface common questions for you to create an answer for:
Note: If you use Zendesk Chat, you can use the Zendesk Chat importer to quickly set up Answer Bot.
Once you've selected a common question to create an answer for, you'll need to train Answer Bot to recognize the various ways customers ask that question. Just tick at least 10 relevant example questions that Answer Bot surfaces for you:
Note: You should also click ‘X’ on any irrelevant examples.
If you’re creating an answer for a question customers haven’t yet asked, you can manually add example questions to train it:
Pro tip: Once you’ve added at least 10 examples, your training progress will appear as complete. However, you should add more than 10 examples if customers phrase the question in more ways.
You should follow this process for every answer you create, to ensure each answer performs to its full potential.
One you set your answer live, you can check that it always answers the right questions:
Pro tip: Sometimes Answer Bot can send an incorrect answer. This is usually because you haven’t created enough answers for a specific topic. You should create a new answer that addresses that question. This will instantly increase Answer Bot’s accuracy.
2. Broaden Answer Bot’s coverage
Customers ask questions about a broad range of topics. You should create answers for each of these topics, so Answer Bot can provide more customers with instant resolutions.
First, Identify your common topics
Common topics are different for every business. Some common examples might include ‘subscription’, ‘password’, ‘delivery’, ‘adding users’, or ‘notifications’.
You should work with your team to identify the common topics your customers ask about, as well as using common questions Answer Bot surfaces for you.
Then, list your topics
Create a list of the common topics you identified. Here’s an example of what a list of topics might look like:
- Adding users
- Using feature A
- Using feature B
- Mobile app
- Billing settings
Finally, create answers for each topic
Once you’ve created your list, start creating answers for the most common questions within each topic.
By broadening your answer coverage, you’ll increase its coverage and resolution rate. For maximum impact, you should combine broad coverage with deep coverage, which we cover next:
3. Deepen Answer Bot’s coverage
Customers also ask many questions about the same topic. To deepen Answer Bot’s coverage, you should create answers for each common question you receive about a single topic. Here’s how:
First, identify common questions about a single topic
Once you’ve chosen a single topic, list at least three common questions customers ask about that topic.
For example, if your topic is ‘invoices’, your list of common questions might be:
- Where can I view my invoices?
- How do I change my invoice address?
- How often will I receive invoices?
- Can I download my invoices?
As you can see, each of these questions are closely related to one topic, but require different answers.
Then, create an answer for each common question
You should create an answer for each common question you identify within a single topic. Once you set them live, Answer Bot will accurately answer more questions on this topic, provide customers with more resolutions, and reduce your team’s conversation volume.
Important: Training Answer Bot isn’t a once-off. When creating answers, you should continuously apply each of these three methods - broad coverage, deep coverage and answer training. In doing so, you’ll expand Answer Bot’s coverage, provide more instant resolutions, and increase the impact of automation on your business.