Answer Bot

The only thing easier than self-service

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.

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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. It even learns from its own mistakes.

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

STEP 1

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, such as web, mobile and Slack, and even has an open API.

STEP 2

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.

STEP 3

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.

STEP 4

Or routed back to an agent

If a customer still needs help, their question is answered as normally by an agent. Feedback is automatically collected to improve future suggestions.

61%
of customers agree that Answer Bot saves their support team time by covering questions that don't need a human touch.

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73%
of customers agree that getting started with Answer Bot is easy, simple and flexible.

Noughts and Crosses

“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

Read their story

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.

Going deep

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. And because it learns as it goes, every suggestion it gives will be better than the last.

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?

6

Answer Bot resolutions

1

Agent hours saved

132

Hours given back to customers

 £50

Estimated monthly cost*

The above estimates are based on our Zendesk Benchmark metrics of 6% resolution rate by Answer Bot, 12 minute agent handling time for one-touch tickets, and 22.3 hours median resolution time. Your Answer Bot stats may differ. Start a free trial to see it in action.*For up to 50 resolutions.

What counts as a resolution?

A resolution is when an end-user marks their request solved by Answer Bot.

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.