Virtual agent discussion

Brian Hoyt
Brian Hoyt
Tenth Anniversary Kudos 5 Name Dropper Participant
in Blackbaud K–12 Education Solutions™ General Discussions

My first attempt at this was deleted so I will try again with more neutral language. Then maybe it won't be deleted.

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The response is nothing and then asking if nothing is good enough. Why do we have to wade through this after already clicking five times to even get to this point?

Comments

  • Brian Hoyt
    Brian Hoyt
    Tenth Anniversary Kudos 5 Name Dropper Participant

    @Brian Hoyt
    Other threads over the last year:

  • Crystal Bruce
    Crystal Bruce admin
    Tenth Anniversary Kudos 5 December 2025 Monthly Challenge First Reply

    @Brian Hoyt Hi! I'm passing this along to my support team. Thanks for posting!

  • Matt Lacy
    Matt Lacy Blackbaud Employee
    Tenth Anniversary Kudos 2 Name Dropper Participant

    Hi @Brian Hoyt!

    Thank you for the post. The prompt asking if you got what you needed is part of the feedback we collect to improve our content. Selecting 'yes' or 'no' logs that in our analytics along with the search that was performed leading to the response. This feedback is used by our team to create/update content which helps allow future searches with those terms to generate a response.

    In regards to the search not having enough information to generate an answer here is are several tips that can help with interacting with AI.


    Machine learning is also in place that will improve the results as more searches are performed and the tool learns, but rephasing your search to "How to mark all as ready for review" would generate an answer.

    If interested, there was a session on Customer Support's digital transformation during the bbdevdays conference last week. In the session Support's digital transformation was outlined along with details on the virtual assistant and our Generative AI approach. Its not to late to sign-up and watch this session or any other session from the conference on demand.

  • Brian Hoyt
    Brian Hoyt
    Tenth Anniversary Kudos 5 Name Dropper Participant

    @Matt Lacy If it is smart enough to tell me it couldn't answer isn't it smart enough to tell me that I didn't get what I needed. I shouldn't need to be trained on how to use your support services. There are continually more barriers put in place such as this and limiting hours so that people in pacific time zone have limited access.

    It doesn't say please phrase what you need help with in the form of a question, it says tell me what you need help with. Also um no it didn't generate an answer. You would think you would have tested that before telling me what to do.

    b97bd977d56a8c40d933db880fdf74e2-huge-im


  • Petra Hall
    Petra Hall
    Tenth Anniversary Kudos 4 Financial Edge NXT Fall 2025 Product Update Briefing Badge Name Dropper

    @Matt Lacy You might want to record an automatic “No” if the AI returns the answer:

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    Asking if the non-answer provides an answer is rather silly.

  • Adrian Skrentny
    Adrian Skrentny
    Fifth Anniversary Kudos 1 Name Dropper Facilitator 1

    @Crystal Bruce

    The added barrier to chat is so frustrating. It used to be wonderful to hop on and have an agent within minutes. When I have tried in the last few months, I have to go through this AI barrier, then it takes 30 minutes to get an agent. Sometimes I forget that I'm waiting for a chat because it takes so long and someone steps into my office or I get a call - then they appear and I miss it and they close the chat. Then I have to go through it all over again.

    Go back to helping people with real people please.

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