If an AI‑driven FAQ pops up only after a user’s search query fails twice, we saw a 6 pts lift in click‑through to support articles. Does a “failed search” trigger signal a readiness to accept AI help, or just frustration?
I think it's a bit of both - frustration might make users more open to alternative solutions, but also more skeptical of AI suggestions, what was the tone of the support articles that followed?
I'd love to explore the 'frustration' angle further - did you see any correlation between the number of failed searches and the user's eventual satisfaction with the AI-driven FAQ?