Understanding Unanswered Questions
howdy chatbot fans and welcome back in this lecture, we're gonna talk about unanswered questions real briefly, which is that right hand pane? You saw under the Q. And a section of mobile monkey. But first what are unanswered questions? Unanswered questions are past user inputs that the bot was not programmed to understand. So they were not necessarily part of your Q. And a list. They are ordered by highest frequency, which is great because it allows you to then create Q. And a topics out of the most commonly received inputs that the bot was not programmed to respond to. Um and that's a great tool to allow you to then figure out what should be done and how you should maybe maybe configure a new bot for a certain type of input or just have a certain type of response for a certain type of input. It gives you a really good insight at scale to what especially, and this becomes more useful as you're sending out hundreds and thousands of of or as you're sending out blasts or drip campaigns to...
hundreds or thousands of contacts, you'll get a sense of what your customers are looking for and what they want and how they're responding to your body. So let's just go, let's go quickly jump into mobile monkey so we can see what that looks like in real life. So here we are in the monkey on the right hand side, you have these unanswered questions. Um over here we have somebody who wrote yes please. Okay, five times. And the frequency is over here is five times somebody wrote Yes please to something Yes please again. And we might want to think about how the bots are programmed and why that's happening. I'm assuming that that's happening is because there's a question in one of the bot flows where a person is supposed to tap an answer based on the widget type, but they're actually typing something in and the body is not programmed to respond to that. So in those cases I can go ahead and add a new queue. I could either go back and fix that section of the bot. Just for the sake of example. I'm going to go in and add a new Q and a. And a cool feature is that once I put my mouse into this field, I'm gonna get a drop down list of all my unanswered questions and the amount of hits that they've received. So I'm gonna type in Yes. Please look. And the cool thing about monkey is that right? When I hover and click my mouse into this field, I get a drop down list of all the potential inputs from my unanswered question lists and how many hits they received. So I'm gonna click Yes please. It'll show up over there in a second and now I'm going to type in a default text that says um and now I'm going to type in default text to prompt the user to actually click one of the options because I think that that's why this mistake was happening. So I wrote instead of typing, Can you please click one of the responses? Thanks. Okay. And this is just the default, this might be the bad version, but anyway, so now it's saved and now when people type in yes please, they'll get that prompt and hopefully it will allow them to continue the flow through the chat bot funnel more easily without, without there being any hiccups. And I want to reiterate that no matter how well you build your bot, you're gonna run into some of these types of hiccups. There's gonna be these issues that arise, things like that. Um and it's important to remember that to be patient to realize that not every single conversation that happens has to be perfect. It's gonna take you maybe a couple of weeks and a few different tries and deleting your body and starting over again until you get a good bot funnel that's actually working smoothly and efficiently. And that's just part of the process. To me, it's part of the fun. It's part of the excitement monitoring the chats on your facebook page. It's all really cool and fun. And if you just sort of have that attitude and mindset about it, it could be a lot more pleasant as you're working through some of these kinks in the box that you built. So that's unanswered questions how to understand them, how to use them to your advantage and I look forward to seeing you guys very soon in the next lecture.