Eddy AI feedback

Plans supporting feedback management

The Eddy AI search Feedback manager is a tool in Document360 designed to help you understand how effectively Eddy AI is answering user queries in your knowledge base. It gives you valuable insights into both successful and unsuccessful search interactions, helping you improve content discoverability and user satisfaction.

The Eddy AI search feedback manager has two tabs:

• Answered queries: This section collects feedback on search results where Eddy AI provided a response. It helps you evaluate the quality, relevance, and helpfulness of the answers shown to users.

• Unanswered queries: This captures feedback when users receive no results for their search. These entries highlight gaps in your content or missed keyword matches, allowing you to improve your documentation and search performance.

By regularly reviewing this feedback, you can fine-tune your content, add missing topics, and ensure that users always find the answers they’re looking for.

Accessing the Eddy AI feedback manager

To access the Eddy AI feedback manager in Document360,

1. Navigate to Feedback manager () in the left navigation bar in the Knowledge base portal.

2. Click Eddy AI.

Answered queries tab

The Answered queries tab tracks feedback from users when Eddy provides a response to their search query. This helps evaluate how useful or relevant the response was in addressing the user's question.

Submitting feedback in the Knowledge base site

In the Knowledge base site, readers can provide feedback on the response that Eddy provides on their search query:

• Yes: Selecting Yes counts as a Like for the Eddy response.

• No: Selecting No counts as a Dislike for the Eddy response. They can choose a reason (like Need more information, Inaccurate or irrelevant content, Incorrect sources/references, Difficult to understand, Missing information, Don’t like the style, or Others) and provide additional comments.

They can also opt in for updates by selecting the Notify me about updates checkbox. Once done, click . For public projects, readers must manually enter their email addresses, while for private and mixed projects, the Email field is automatically prefilled for logged in users with their email addresses.

Similar feedback can be provided for Eddy responses in the Widget and Chatbot platforms when Eddy AI assistive search is turned on for these settings.

Accessing feedback in the Knowledge base portal

The Answered queries tab shows:

1. Select query: Click the checkbox of a query to find bulk action options. Use the Select all checkbox to select the entire list of search queries.

2. () Assign to: Click to set an assignee and the status of the feedback(s).

   () Change status: Click to change the status of the feedback(s).

3. Search feedback: Use the search field to search for a feedback.

   Export CSV (): Click to export and download the feedback data for external analysis and purposes from the last 90 days.

   Filter: Click to filter feedback by:

   1. Application (Select all, KB Site, KB Widgets, Public API, Chat Bot, Zendesk)

   2. Assigned to - filter by a contributor name

   3. Feedback type (Select all, Dislike, Like)

   4. Status (Select all, Open, Planned, In Progress, Complete, Closed)

   5. Date range (All, 7 days, 30 days, 3 months, 1 year, Custom date)

4. Query details: Displays the user's search query along with Eddy’s response.

   Click Show conversation to view the full interaction between the user and Eddy for that specific query along with user and feedback details.

5. Feedback details: Displays the user’s email ID, feedback type, and the date & time of the feedback.

   Feedback icon: Displays the type of feedback, Like or Dislike .

6. Feedback comment: Displays the comment added along with feedback.

7. Assignee: Select the assignee from the dropdown to assign the feedback to.

   Status: Click to set the status of the individual feedback.

8. Discussion & history: This section displays the internal discussions and history log of the feedback.

   1. Add comments and replies in the text field that can be viewed by the internal team accounts.

   2. Turn on the Notify to end-user/reader toggle if you wish to notify the reader or if they have requested a response for their feedback.

   3. Once done, click Send.

Addressing Eddy feedback for answered queries

To respond to feedback in the Answered queries tab, follow these steps:

1. Choose the feedback to be addressed from the list in the Answered queries tab.

2. Read through the reader’s comments to understand their input and review the feedback.

3. The search query that received the feedback is displayed at the top for reference.

4. If necessary, assign the feedback to a team member by selecting their name from the Assignee dropdown.

5. Update the feedback with any comments/responses related to the feedback in the Discussions & history field.

6. Select a status from the Status dropdown to indicate the feedback’s progress. The available statuses are:

   1. Open: Feedback is assigned the Open status by default, indicating it is yet to be addressed.

   2. Planned: The Planned status shows that the feedback has been reviewed and scheduled for future action.

   3. In progress: Set to In progress when a team member actively works on the feedback.

   4. Complete: When the feedback has been addressed, assign it the Complete status. You can still add comments to feedback marked as Complete if needed.

   5. Closed: The Closed status indicates that the feedback is no longer active, and no further actions can be performed.

By addressing feedback in this tab, you can enhance the quality and relevance of your articles by adding any missing information or updating the existing content, ensuring a better experience for your readers.

Unanswered queries tab

The Unanswered queries tab captures feedback from readers who did not find results for their search queries with Eddy AI. This feedback is useful for uncovering gaps in content or identifying keywords to improve search relevance.

When a reader does not find any results for a particular search query or keyword with Eddy AI, they can share their feedback. All feedback is compiled in the Unanswered queries tab.

Submitting feedback in the knowledge base site

When a reader performs a Eddy AI search that yields no results, they can submit feedback about their query:

• Readers can explain what they are looking for.

• They can also opt in for updates by selecting the Notify me about updates checkbox and clicking Submit.
  For public projects, readers must manually enter their email addresses, while for private and mixed projects, the Email field is automatically prefilled for logged in users with their email addresses.

Accessing feedback in the Knowledge base portal

The Unanswered queries tab shows:

1. Select query: Click the checkbox of a query to find bulk action options. Use the Select all checkbox to select the entire list of search queries.

2. () Assign to: Click to set an assignee and the status of the feedback(s).

   () Change status: Click to change the status of the feedback(s).

3. Search feedback: Use the search field to search for a feedback.

   Export CSV (): Click to export and download the feedback data for external analysis and purposes from the last 90 days.

   Filter: Click to filter feedback by:

   1. Application (Select all, KB Site, KB Widgets, Public API, Chat Bot)

   2. Assigned to - filter by a contributor name

   3. Feedback type (Select all, Dislike, Like)

   4. Status (Select all, Open, Planned, In Progress, Complete, Closed)

   5. Date range (All, 7 days, 30 days, 3 months, 1 year, Custom date)

4. Query details: Displays the user's search query along with Eddy’s response.

   Click Show conversation to view the full interaction between the user and Eddy for that specific query along with user and feedback details.

5. Feedback details: Displays the user’s email ID, feedback type, and the date & time of the feedback.

6. Feedback comment: Displays the comment added along with feedback.

7. Assignee: Select the assignee from the dropdown to assign the feedback to.

   Status: Click to set the status of the individual feedback.

8. Discussion & history: This section displays the internal discussions and history log of the feedback.

   1. Add comments and replies in the text field that can be viewed by the internal team accounts.

   2. Turn on the Notify to end-user/reader toggle if you wish to notify the reader or if they have requested a response for their feedback.

   3. Once done, click Send.

Addressing unanswered queries feedback

To respond to feedback in the Unanswered queries tab, follow the below steps:

1. Check and review the Eddy search query provided by the user. This information helps you understand what the reader was looking for but could not find.

2. Read any additional comments from the user to gain more context about their needs.

3. Use the Assignee dropdown to assign the feedback to a relevant team member.

4. Take the necessary steps to address the feedback, such as creating new content, updating existing articles, or adding relevant keywords to improve search results.

5. Update the feedback with any comments/responses related to the feedback in the Discussions & history field.

6. Use the status options (Open, Planned, In Progress, Complete, and Closed) to track the feedback’s progress.

By addressing feedback in this tab, you can close content gaps and improve the search experience for your readers.

Managing feedback

To assign the feedback to any team account or to set the status of a feedback received in the Answered queries tab or in the Unanswered queries tab,

1. Select the checkbox next to the feedback you wish to update the assignee and status for. Only feedback with Open status can be selected for these actions.

2. Click () Assign feedback or () Change status available above the list of feedback.

   A Manage feedback pop-up will appear.

3. To assign the feedback to a team account, click the Assign dropdown and click the desired team account. Use the search field to search for the team account.

4. To set the status of the feedback, click the Select status dropdown and click the desired status (Open, Planned, In progress, Complete, Closed).

5. Once done, click Save.