The only thing easier than self-service
Go with the Flow
We’re making Answer Bot even smarter with Flow Builder. Flow Builder allows you to build AI-powered flows that provide instant answers at all times, even when your agents are logged off. You can build a flow that responds to common customer questions and requests without writing a single line of code. It’s a nifty way to reduce costs and boost team productivity.
Build a flow
Build, view, and preview flows to create a custom-tailored experience for your brand. Click to configure, no code required.
Provide a list of common topics that guide customers to self-solve. Let users respond quickly without typing by using quick reply buttons.
Collect essential information from your customers before routing and escalating to your team.
Power up the bot
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.
The good kind of know-it-all
Respond to customers instantly
Tell Answer Bot which support issues to respond to. It gets to work immediately delivering efficient customer support.
Always consistent and reliable
Answer Bot leverages your Zendesk Guide knowledge base to curate answers for your customers in a variety of languages.
Works with your support team
Free up your agents’ time so they can focus on what they do best—solving complex problems and building better customer relationships.
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 in various channels such as 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 solved
The customer reviews the articles, and if an answer is found, they can mark their question as answered. The ticket is now solved.
Or routed back to an agent
If a customer still needs help, their question is answered as normally by an agent. Feedback is automatically captured so you can track Answer Bot's performance.
of customers agree that Answer Bot saves their support team time by covering questions that don't need a human touch.
of customers agree that getting started with Answer Bot is easy, simple and flexible.
We want our customers to write in and get in touch whenever they need help. Answer Bot helps our support team help our customers self-serve and get their responses faster.
Dollar Shave Club
Self-service resolution with Answer Bot
Powered by research and innovation
Answer Bot was created by a team of Zendesk data scientists and engineers using the latest machine learning and deep learning technology.
Deep learning is a sophisticated form of artificial intelligence inspired by the human brain. It recognises speech, data and specific patterns. Like humans, it uses that information to make connections and decide on the best action to take. But unlike humans, it can process trillions of pieces of information to see patterns we might miss.
No training required
Answer Bot is ready to start working on day one. It taps into all the customer interactions of companies who use Zendesk, and applies what it learns to your customers and content—even if you don’t have many of either.
It’s all connected
Answer Bot was born on cutting-edge, open-source technologies and services. Its power comes from TensorFlow and Zendesk’s own research. Our machine learning products are already making a difference for thousands of companies around the world.
Answer Bot works exclusively with Zendesk Guide.
How many support requests do you receive monthly?
Answer Bot resolutions
Agent hours saved
Hours given back to customers
Estimated monthly cost*
What counts as a resolution?
On email, webform or web widget, a resolution is final when an end-user marks their request solved by Answer Bot. On API and SDK, one resolution is achieved for every 100 interactions.
How is the pricing calculated?
Answer Bot is billed as a monthly subscription for a package of available resolutions. See the Answer Bot page in your Zendesk account for a full list of pricing options.