Firefox/Input/Trigger suggester

Keyword suggester

Summary

Fjord has a suggestions framework that allows us to build providers that suggest links the user might be interested in based on the feedback the user has just left.

So far we have a single provider that queries SUMO for kb articles that might be relevant to the user's problems as indicated by their feedback.

There are a couple of additional use cases we'd like to cover:

1. Sees trigger words in the feedback and asks the user to complete a survey for more information.
2. Sees trigger words in the feedback and tells the user to go read our hot-fix workaround article.

This project covers implementing a trigger-keyword-based provider to handle these broken into several phases.

Status

• Project owner: Will Kahn-Greene
• Status: In-progress

History

• June 3rd, 2015: Landed the suggest framework and redirector for the Thank You page project
• June 16th, 2015: Wrote up bug 1175123 and over the course of the next week discussed it with User Advocacy and other folks
• June 30th, 2015: Turned it into a project.

Phase 1

Summary

This phase will focus on showing suggestions that have:

• title
• summary
• link

Suggestion trigger criteria will have:

• one or more locales
• one or more products
• one or more key words/phrases

These will be ORd in group (i.e. this locale OR that locale OR ...) and ANDd between groups (meets locales criteria AND meets products criteria AND ...).

We'll build a form allowing analyzers to add, edit and disable triggers.

Further, we need to track:

• for a given trigger suggestion, how many people saw it?
• for a given trigger suggestion, how many people clicked on the link?

Anti-goals:

• suggestions that don't fit the title/link/description shape
• more complicated trigger criteria
• translated text -- If we want to create a trigger that has text to show in French, English and Spanish, we'll have to do three separate triggers with the appropriately translated text in the title/description slots; anything more than that requires a lot of stuff we don't have right now.

Nice-to-haves:

• suggestion tester: Shows last x feedback that meet the trigger criteria. This would make it easier to build new triggers.

Requirements

1. implement trigger suggest provider which:
   1. looks at feedback response and all active triggers and figures out which suggestions to show
   2. posts GA event for each suggestion to show
   3. returns suggestions wrapped in appropriate redirector urls
2. implement trigger suggest redirector which:
   1. converts redirects to urls
   2. posts GA event
   3. redirects user to outbound link
3. implement form to create, edit and disable triggers
4. tests for everything involved

Bugs

Tracker bug: https://bugzilla.mozilla.org/show_bug.cgi?id=1175123

No results.

0 Total; 0 Open (0%); 0 Resolved (0%); 0 Verified (0%);

Phase 2

Localize strings and open this up to non-en-US locales.

Can we open this up to non-Firefox desktop products as well? Do we need a setting in the Product model regarding whether to ping SUMO for relevant links and which SUMO product to search?

Future phases

Future phases will be figured out after the most recent phase is completed so we have time to act on what we've learned.

Future phases may include:

1. pulling solved questions (plus some other filters?) from SUMO?
2. pulling a mix of solved questions (plus some other filters?) and KB articles from SUMO?
3. get a kb article keyword -> article map for top 25 articles per locale and using that instead of doing lots of searches?