Answer Threads relies on having the correct information as a Public Answer to properly answer questions. Assign someone in your team to review Answers Performance weekly for a thorough QA and daily to review Suggested Answers.
Don’t be afraid to write many Public Answers for Sidekick
The more information Sidekick has access to, the more powerful and useful it is for AI to answer questions. We recommend Sidekick has access to a minimum of 100 Public Answers – we’ve found that our most successful customers have over 600!
Our best practices guide explains how to write AI-friendly Answers. When writing Answers, make sure you don’t document conflicting or duplicate content to avoid confusing AI.
Whenever Answer Threads hands off a Customer to an Agent because it can’t answer a question, it’s intelligent enough to review the proceeding Conversation with an Agent and suggest a set of new Answers to add to your Public Answer repository.
Both the title and content body are suggested, will refresh weekly with new recommendations.
Click Add new Answer to convert the suggestion as a Public Answer. You can edit the content body to enhance it further before it’s published and add an associated Audience. Another option, without adding the suggestion directly, is to review the suggestion and determine if there is an existing Public Answers you can update to include the information.