Alterra Answer Bot
The Alterra Answer Bot is a question-answering bot that can instantly resolve about 20% of your support tickets by finding answers in your Knowledge Base.
Powered by the Alterra Deep Learning NLP Engine, it is the most accurate question-answering bot in the industry. For example, in situations where other bots would typically find the right answer in 25% to 50% of the cases, the Alterra Answer Bot is able to answer about 90% of the questions.
Benefits: * Improve your customer satisfaction scores thanks to shorter time to resolution * Reduce support costs * The Alterra Answer Bot never sleeps, so your nights and weekends will be covered * Free your agents to solve complex cases. The Alterra Answer Bot is never bored with stupid questions.
Setup couldn’t be easier. No coding is required – the AI takes care of everything. The app imports your Knowledge Base and converts it to an intelligent question answering bot.
How it works:
The Alterra Answer Bot can operate either fully autonomously, in an auto-pilot mode, or in a co-pilot mode, together with your agents.
You can activate the bot in the auto-pilot mode, even when your live agents are not available. If the bot manages to find the answer in your Knowledge Base, users get the information they’ve requested almost immediately. If the user is satisfied, the case is closed. Otherwise, the ticket goes into your regular queue.
The bot could also work in tandem with your live agents. In the co-pilot mode, the app can integrate into the agent’s desktop and displays three answer suggestions for agents to chose from.
Learn more and schedule a free demo here: https://next.alterra.ai/home/faq-bot
Get started with Alterra Answer Bot app:
Go to the Zendesk Apps Marketplace (Admin > Apps > Marketplace), find Alterra Answer Bot app there and click Install.
After the successful installation, Alterra Answer Bot app icon depicting a bot will appear in the Top Bar (the screen’s right upper corner). Click on it.
In the drop-down window click "Link Alterra.ai account". A modal window will pop up.
In the modal window click "Login or register at Alterra.ai portal". You may login with an existing Alterra account or create a new one.
Click "Link Zendesk Support instance with Alterra.ai" and give Alterra Answer Bot permissions to automatically answer new tickets.
Optional: Click button "Import Help Center" to import Zendesk Knowledge Base articles into your FAQ on Alterra.
Now the Alterra Answer Bot will work in the co-pilot mode. It will show 3 answer suggestions in the Ticket Sidebar.
How to install auto-pilot mode:
Install Alterra Answer Bot in the co-pilot mode.
Click on Alterra Answer Bot in the Top Bar. A drop-down window will open.
In the drop-down window enter the email address that you would like to assign to the bot (it will be visible to the end-users) and click "Enable Auto-pilot".
Optional: in the Alterra Answer bot drop-down window click link "Alterra Trigger" to update rule for triggering bot reply. By default, the bot replies to all new tickets.
Now the Alterra Answer Bot will work in the auto-pilot mode. It will automatically answer the tickets specified by Alterra Trigger.