Good day!
Has anyone with a non-zendesk knowlegde base portal implemented the AI Agent for Messaging bot on their product / platform? I am curious to find out:
CONSIDERATIONS: Your organization has a web based product + a 3rd party Help / Knowledge Base platform + the bot being installed on the product.
- Your observations leading to the Go-Live
- Has volume increased after implementing the bot on your product / platform?
- Are users bypassing the knowledge base to create tickets with your support team?
- Have you seen this as a temporary phase and does the volume continue to rise (OR) has this normalised to pre-bot period?
Good day to you too!
I haven’t personally implemented a non-Zendesk Knowledge Base with an AI Agent, but your questions are quite insightful. It would be helpful to gather experiences from those who have. Here’s what I can suggest:
Observations Post Go-Live: It would be great to hear specific use cases or trends others have noticed since launching the bot.
Volume Impacts: I’m curious if anyone has seen an uptick or drop in support requests after the bot was introduced.
User Behavior: Understanding whether users engaged more with the bot or reverted to traditional ticket creation would be beneficial.
Duration of Changes: I’d also love to know if the changes in volume have stabilized or if they are still fluctuating.