Answer Bot
The only thing easier than self-service
Answer Bot works right alongside your support team by using machine learning to help answer your customers’ questions. With content from your Zendesk Guide knowledge base, Answer Bot suggests articles to your customers to resolve their issues. Answer Bot is multilingual and works across a variety of channels to get the job done.
How it works
A customer has a question
When a customer contacts your business, Answer Bot steps in to help — scanning the text to understand what your customer needs. It will suggest relevant articles to address the issue at hand and works across various channels like web, mobile, and Slack, and even has an open API.
Answers are suggested
Answer Bot works in multiple languages and uses its powerful deep learning model to find the most relevant articles. It suggests them to the customer while they wait for a response from a human agent.
A ticket is resolved
The customer reviews the articles. If an answer is found, they can mark their question as answered, and the ticket is now resolved.
Or routed back to an agent
If a customer still needs help, their question can be answered by an agent as normal. Feedback is automatically collected to improve future suggestions.
Built with extensive research and cutting-edge technology
Answer Bot was created by a team of Zendesk data scientists and engineers using the latest machine learning and deep learning technologies. Answer Bot recognizes customer questions using natural language processing technology and leverages past customer interactions to provide accurate automated responses with relevant knowledge-base articles.
61%
of customers agree that Answer Bot saves their support team time by covering questions that don’t need a human touch*
73%
of customers agree that getting started with Answer Bot is easy, simple, and flexible*
“We want our customers to write in and reach out whenever they need help. Answer Bot helps our support team help our customers self-serve and get their responses faster.”
Dollar Shave Club
12% Self-service resolution with Answer Bot
96% CSAT
Get Started with your Project today!
The Suite offers everything you need to let conversations with customers flow across channels seamlessly, creating a better experience for both your business and your customers.