Your work isn't complete after you've enabled your skill. Now you must monitor usage, adjust resources, and decide how to act on the data you receive.
We've learned a few guidelines along the way that may be useful for you as you create a plan of maintenance.
Find a way to track your queries
It can be tempting to try to address each and every Andi® request received, but we recommend tracking each search in a way that will allow you to group tickets together. You'll see themes and be able to better define a skill. Or, you might even discover conflicts between desired outcomes with the same intent word. Either way, it can be useful to start analyzing that data in one place.
Be careful about being proactive
When a user asks Andi® a question and Andi® doesn't respond how we thought she should, your first instinct may be to reach out. However, people use a "search" functionality differently than an "I need help" functionality. You may find that by reaching out to that user, you're actually discouraging them from using Andi® at all. They could find it disruptive to their workflow when a human calls/emails them asking how they can help versus continuing to search for their answer.
Make your users aware you're watching
Yes, we want our users to think of Andi® as a human analyst. However, everyone knows she's not a human and will talk to her as such. We recommend explicitly saying that you're watching the feed in order to make Andi® smarter, and to see how you can better serve them.
Encourage complete questions
Often, users will ask Andi® a one-word question. While your skill may execute appropriately, it's easier to read context with a full question, thus allowing you to better understand if Andi® is truly giving valuable content. Complete questions will make your job easier, so try to train users to put as much context as possible.
Misspelllings = synonyms
If you see a lot of users barely missing the intent because of misspellings, consider adding them to your skill as a synonym in the RegEx.
Getting help should be easy
When Andi® asks users if she answered their question, a user has the option to ask for more help. This process should be as easy and seamless as possible. If you've created an internal help skill, our recommendation is to create a link that will open a new message window or support ticket immediately (instead of linking to an internal support center).
Try different help mediums
There are many ways to structure your help content, but it's best to use multiple ways to digest the same content. For example, if you use video content, users may not have headphones at their desk. Consider writing out in an article below the video with the same information you're sharing in the video. We use a transcription service for all of our videos to make it accessible, as well.
On the other hand, if you're article is all text, consider adding animated GIFs, video content or images with annotations to help users that are visual learners.
Use easy-to-read language
Keep your Andi® response succinct and clear. Avoid using repetitive words like "click here," or "visit this page." Instead, tell them exactly what they'd receive by clicking on the link.
Look at the example below. You'll notice that it's a lot quicker to read through the list when there are less repetition and words.
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Visit the Support Center Visit the Tools section Visit the FAQ Visit the Help Desk |
Support Center Tools FAQ Help Desk |
Don't forget the feed
We set reminders multiple times a day to sort and organize the queries. You'll find a balance that's right for you, but the biggest pitfall to avoid is forgetting it altogether. Keep yourself accountable and check it regularly.
Of course, these suggestions are dependent on your policies and processes. Share with us what works for your organization!