Answer Bot is an add-on feature that can be unlocked with an account upgrade. Please reach out to success@helpshift.com to learn more.

The Answer Bot is an AI-powered Bot for your web and in-app messaging experience that will automatically respond to the end user’s first message by suggesting up to 3 of your most relevant FAQs to quickly help your users find the answer they’re looking for.

The end user experience with the Answer Bot on Android

The end user experience with the Answer Bot on iOS

The end user experience with the Answer Bot in Web Chat

Once FAQs have been presented to an end user, they can then select one of two responses:

  • Thanks, that helped: the user has found their answer, no Issue is created
  • No, I need more help: The user still has a question, a new Issue is created

If the end user does not respond to the Answer Bot. Then the conversation window will reset within 24 hours. This means that the next time the end user opens the window, they will start a completely new conversation.

The Answer Bot can currently be configured to suggest FAQs in the following languages:

    • Arabic
    • Catalan
    • Chinese (Traditional and Simplified)
    • Dutch
    • English
    • French
    • German
    • Indonesian
    • Italian
    • Japanese
    • Korean
    • Persian
    • Polish
    • Portuguese
    • Russian
    • Spanish
    • Turkish
    • Ukrainian
    • Vietnamese

To support these languages, we have implemented a machine learning-based language detection service that correctly assesses the user’s language with a 97% accuracy rate. This service first detects the language of a new Issue, and based on the detected language and the content of the message, suggests relevant FAQs in the same language as that of the end user.

Review the sections below to set up your Answer Bot for Web Chat and in-app users.

    1. Prepare to Enable Answer Bot
    2. Enable Answer Bot for iOS & Android
    3. Enable Answer Bot for Web Chat
    4. Monitor Answer Bot’s Performance

1. Prepare to Enable Answer Bot

Before you enable Answer Bot for your in-app and Web Chat users, it’s important to prepare your FAQs, upgrade to the latest version of the SDK, and set an appropriate greeting message to integrate this Bot into your workflow.

      • Update your SDK version: To enable Answer Bot for your in-app users, you must upgrade to SDK v7.0.1 or above and have Conversational Issue Filing enabled. Please review the FAQ What is Conversational Issue Filing, and how do I set it up? to get started.
      • Set a greeting message: Set a greeting message that prompts the user to ask a question to activate Answer Bot to suggest FAQs. Answer Bot will be most effective if your users use full sentences in their initial message. Something like “Hello, can you please describe the problem in detail?” would work well. To learn more about setting a greeting message, see What is the greeting message, and how do I set it up?
      • FAQs: Review your current set of FAQs to ensure all the questions or objections your end users may have are covered. You may want to revise them as follows:
        • Add relevant keywords: When creating FAQs, It’s important to consider how your users typically phrase their question. For instance, “How do I change my ticket?” versus “How do I change my trip?” Different users may ask the same thing using different keywords or vocabulary. Add these terms / synonyms / phrases in as “Search Keywords” will improve the accuracy of the Answer Bot suggestions.
        • Rework and supplement your existing FAQs based on this data: We recommend reviewing your Dashboard analytics data to help figure out if there are new FAQs you need to add, such as for topics that have increased volume. It’s especially important to provide content for question types that can be resolved with only one response, as this prevents extra work from being put on your support team.
        • Have crisp and direct titles for the FAQ.

2. Enable Answer Bot for iOS & Android

To enable the Answer Bot for your in-app users, navigate to the Settings page.

From here, scroll down to App Settings, then select your app.

On the page that appears, scroll down to the ‘In-App SDK Configurations’ area, then click the ‘Configure SDK’ button.

Navigate to the ‘Support Experience (iOS & Android only)’ tab.

Scroll down to where the Answer Bot is listed, then click the toggle on the right side to enable it.

To save this setting, click the ‘Save & Publish’ button in the top right corner.


3. Enable Answer Bot for Web Chat

To enable the Answer Bot for Web Chat, navigate to the Settings page.

From here, scroll down to App Settings, then select your app.

On the page that appears, scroll down to the ‘Web Chat’ area, then click the ‘Customize Web Chat’ button.

On the page that appears, scroll down to the ‘Answer Bot’ section, then click on the toggle on the right side to enable it.

To save this setting, click the ‘Save & Publish’ button in the top right corner.


4. Monitor Answer Bot’s Performance

Once you have Answer Bot enabled, you can use Power BI to ensure your FAQs are meeting your users expectations via Answer Bot. The following Power BI reports can help you track your FAQ and Answer Bot performance:

      • FAQ Deflections Report: Identify FAQ sections with high failed deflections and get insights on Issues that were created where the user did not click on or review an FAQ displayed by Answer Bot.
      • FAQs List Report: This provides a comprehensive list of all FAQs in your support portal, so you can focus on FAQs that have a high percentage of dislikes. You can also review the should update the FAQ that has not been updated for a long time.
      • FAQ Search Terms: This allows you to look for the most popular search terms that have returned with no results. Incorporate these keywords into relevant FAQs, or create new ones to meet this demand.
      • Bots Analytics: This allows you to track how often your suggested FAQs are successfully preventing users from having to reach out, check for spikes in daily invocations to see when the Answer Bot is most active, and much more.

We recommend reviewing your Answer Bot analytics weekly to track the overall effectiveness of Answer Bot.

For a breakdown of what information can be found in these reports, see What can I see in the Answer Bot Analytics reports in Power BI?

To learn more about how to use Power BI with Helpshift, see How can I get more out of Helpshift Analytics with Power BI?