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New Participant
July 19, 2024
4. Future Consideration

Need insights data to capture knowledge article usage

Related products:Analytics
  • July 19, 2024
  • 3 replies
  • 46 views

Context :
Our Knowledge Management team keep getting continuous requests from our Service lines about which knowledge articles were Used or were Helpful in providing response to User's queries in Una Bot.  So that the Service lines can further look into the articles which are less frequently used to either retire them and/or Create new articles to address User's frequent queries.  


To service the article Usage requests from Service lines we require the following information to come from MWs Insights data.
1)  Articles matching User’s query in Una bot and used in giving summarized response (See Screenshot # 1)
2)  From the summarized response the article(s) actually viewed by the Users (See Screenshot # 2)

 

Screenshot # 1 :
 

Screenshot # 2:

 

3 replies

hundleymf
Inspiring
July 22, 2024

Have you checked out the Bot Performance Insights (BPI+) FAQ which has FAQs about how to find underperforming articles and how to find what users are asking about that resulted in no answer? 

Not sure if this will help or not, but wanted to pass this knowledge on. Hope it helps!

Human by Day, Chatbot Whisperer by Night! 🤖
kyril.remillard
Community Manager
August 26, 2024

Thank you for submitting your Product Idea. We understand this is not currently supported and we appreciate your feedback. Please keep up to date with our latest release notes here.

We encourage other community members to thumbs up and comment on this idea. These signals help us determine what kind of features are popular amongst our users as we continue to build and improve our product.

kyril.remillard
Community Manager
August 26, 2024
1. New4. Future Consideration