AnswerIQ offers an artificial intelligence service to resolve customer support tickets. We uncover customer’s “intent” and intelligently routes tickets, use powerful machine learning technology to present a set of recommended templates to the support agent, and automate support tickets, all to maximize agent productivity, boost response quality, and lower handle times.
AnswerIQ supercharges agents' productivity by:
Classifying and prioritizing incoming tickets: AnswerIQ automatically assigns ticket fields, so you spend less time deciding and more time addressing customer needs.
Reducing time spent understanding the issue: AnswerIQ identifies the underlying issue and surfaces the top three recommended responses. Agents can preview template text, quickly apply templates, and even search within templates.
Improving consistency of response: AnswerIQ encourages agents across the support team to use the same template when solving similar customer issues.
Reducing handle time with automated response: AnswerIQ identifies common responses and automates them. Password resets, standard refunds, tracking packages and other regular resolutions are subject to automation. This frees up your agents to work on harder cases and focus on VIP customers.
How it Works
AnswerIQ's machine-learning algorithms analyze your top rated tickets to create a data-driven model that identifies the language and customer data patterns that indicate the appropriate classification and template to use.
When a new ticket arrives, AnswerIQ reads the content of the ticket and ranks all available templates on their appropriateness.
In a sidebar within the ticket view, AnswerIQ presents the agent with the top recommended templates. The agent can review and select the best template, combine templates, or use the search menu to find additional templates.
As agents apply templates, AnswerIQ continues to learn and improve its models so the routing and recommendations are always up-to-date.
Learn more about how it works here.
To use AnswerIQ for Zendesk, you must have a AnswerIQ account. To sign up, follow the directions below:
Click the "Install App" button to add AnswerIQ to your Zendesk.
Visit our website to get connected with the AnswerIQ team.
We'll reach out to set up a time to walk you through the application.