There are three methods you should follow to make Resolution Bot as effective as possible:
Train Resolution Bot to recognize each question - add at least 10 example questions to each answer.
Broaden Resolution Bot’s coverage - create answers that cover many different topics.
Deepen Resolution 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 Resolution Bot. By doing so, you’ll increase Resolution Bot’s coverage, provide more customers with instant resolutions, and save hours of your teammates’ time each week.
Here’s how to train Resolution Bot:
1. Train Resolution Bot to recognize questions
Training Resolution Bot for a single answer is easy. If you’ve got lots of past Intercom conversations, Resolution Bot will surface common questions for you to create an answer for:
Note: If you use Zendesk, you can use the Zendesk Chat or Tickets importer to quickly set up Resolution Bot.
Pro tip: Click ‘View more’ to see additional suggested answers:
Once you've selected a common question to create an answer for, you'll need to train Resolution Bot to recognize the various ways customers ask that question.
When you open a suggestion, you’ll see a list of closely related examples to use as the starting point for a new answer:
Select a few examples that are similar to each other, and click ‘Create answer:
Note: Don't worry about selecting every relevant example – you'll have a chance to do more training in the next step. 👌
Then, you’ll see the examples you’ve selected and can search for additional questions to train Resolution Bot further. Try phrasing the question in different ways:
Tick some additional relevant example questions that Resolution Bot surfaces for you, aiming for a total of at least 10:
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 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.
One you set your answer live, you can check that it always answers the right questions. Just open the answer and switch to the ‘Sent’ tab:
Pro tip: The ‘Routed to team’ tab is a good place to find specific conversations that weren’t resolved, so you can identify new questions that need answers, or existing questions that need more training.
2. Broaden Resolution Bot’s coverage
Customers ask questions about a broad range of topics. You should create answers for each of these topics, so Resolution 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 Support/Success team to identify the common topics your customers ask about, as well as using common questions Resolution 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:
Using feature A
Using feature B
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. 👇
3. Deepen Resolution Bot’s coverage
Customers also ask many questions about the same topic. To deepen Resolution Bot’s coverage, you should create answers for every common question you receive about a single topic.
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, Resolution Bot will accurately answer more questions on this topic, provide customers with more resolutions, and reduce your team’s conversation volume.
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 Resolution Bot’s coverage, provide more instant resolutions, and increase the impact of automation on your business.
Pro tip: To easily see the answers that need improvement, apply the ‘Underperforming’ filter to your list of answers:
Read more about creating effective answers here.
Track answer performance in the Resolution Bot report.
Suggest relevant answers as your customers type to instantly improve Resolution Bot’s coverage.