Chat Support AI Bot needs help

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Timothy Lavoie
Timothy Lavoie ✭
in Blackbaud Community Feedback Forum

This is my typical experience with the blackbaud support chat bot:

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Maybe the bot should be adjusted that if it can't find any relevant information it automatically passes me to an agent?

Comments

  • Jeff Trzaska
    Jeff Trzaska ✭
    Third Anniversary Facilitator 1 Name Dropper Photogenic

    @Timothy Lavoie

    HAHA! I hate that thing. It has given me useful information exactly zero times. It is worse than useless because all it does is annoy me before I get to talk to an agent. It should be thrown in the same deep, dark hole as Clippy.

  • Kim Ashcraft
    Kim Ashcraft ✭
    Ninth Anniversary Facilitator 1 Name Dropper Photogenic

    @Jeff Trzaska
    YES.

  • Crystal Bruce
    Crystal Bruce admin
    Tenth Anniversary Facilitator 4 Name Dropper Photogenic

    @Timothy Lavoie Hi! This is very helpful, especially the screenshot. I'm forwarding to my team to see what should be done. Thanks!

  • Matt Lacy
    Matt Lacy ✭✭✭✭
    Ancient Membership Facilitator 2 Name Dropper Photogenic

    @Timothy Lavoie thank you for the feedback. Selecting yes or no to the prompt of “Did you get what you need” will provide various options including asking the question again where it can be rephased or the option to talk to an agent.

    With that said we are looking to improve the workflow in the future where it can provide next steps without needing to select yes or no to the prompt.

    We also are hosting a webinar next Wednesday, January 22nd focused on how to best utilize our self-service tools including Knowledgebase and Generative AI. In this webinar we will:

    • Go over some essential strategies to leverage and harness the power of Generative AI.
    • Demonstrate using top searched items as examples to show you the best ways to utilize our search engine for finding documentation and self-service resources quickly and efficiently.

    Feel free to sign up for the opportunity to enhance you self-service skills.

  • Devan Caton
    Devan Caton ✭
    Ancient Membership Facilitator 1 Name Dropper Photogenic

    @Timothy Lavoie This is my experience nearly every time as well. It either gives me nothing, or it gives me a list of Knowledgebase articles I've already read. I keep hoping the AI behind this will start “learning," but it hasn't changed any since it was first rolled out. I know they are offering “training” to teach us how to ask our questions so that the bot can find the answers, but that seems like a poor approach.

  • Devan Caton
    Devan Caton ✭
    Ancient Membership Facilitator 1 Name Dropper Photogenic

    @Jeff Trzaska You win the day for the Clippy reference! And yes, the BB Support bot needs to go be roommates with him and leaves us all in peace. ?

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