What is an AI chatbot?

A chatbot is a computer program that can have a conversation through written text or speaking. Remember: not all chatbots are created equally. A well-designed chatbot—paired with expert live chat software—can simulate how a human being would behave during a conversation with a customer by carrying out customer service or information requests seamlessly. That's where Zendesk Guide Answer Bot comes in.

Intelligent customer service

An AI chatbot’s ability to be aware of user needs is a benchmark for determining its intelligence. When it comes to AI bot intelligence, Zendesk Guide Answer Bot is top of the class.

Whether you’re looking to chat with your customer over email, through a chat box on your website, or via social media channels like Facebook Messenger, Answer Bot is able to both handle various scenarios of customer conversations and answer customer questions with ease—giving your business the 24/7 customer service superhero it needs.

Every piece of information available to your support team is also available to our AI chatbot. Answer Bot seamlessly pulls information directly from your business’ knowledge base to answer customer questions with the most up-to-date information, making it a powerful extension of your team and support system for your customer.


We know your support team is invaluable. We also know that they only have so many hours in a day to work their customer service magic. Zendesk Guide Answer Bot reduces your chat agents’ workload and frees them up to focus on more complex problems by:

  • Automatically resolving low-touch and high-frequency tickets by suggesting relevant articles to customers while they wait for an agent
  • Learning from each customer interaction and training itself to deliver more relevant and customized content with each solved ticket
  • Engaging users and improving brand image

With this added time, your chat agents and support team can:

  • Dig into longer-term tasks without constant interruptions
  • Work with their team on upcoming complex campaigns
  • Study chat trends to implement
  • Drink more water (gotta stay hydrated, Karen!)

Keep service personal

The powerful combination of our AI bot, knowledge base, and live chat software make conversations both effortless and highly personalized for previous customers. Our AI software is able to pull information from a customer’s:

  • Past orders
  • Previous support tickets and emails
  • Any previous communication that a customer has had with your business

The best part: No one feels like they’re talking to a robot. When it comes to new or potential customers, Answer Bot is designed to have seamless conversations with your customers, making it the perfect customer service representative for your business. Whether someone is visiting your site or checking out your Facebook page, Answer Bot will be prompted to check in through a chat window to answer questions or offer support.

Live support gets social

Zendesk’s AI bot software and live chat software is designed to help you meet your customers where they are—including on social media.

Whether your customers are perusing your business’ Facebook feed on their desktop, iOS or Android, AI bot software enables your business to reach out and answer any questions they may have—or provide information customers weren’t aware they needed, including:

  • New products
  • Special discount codes for followers
  • Company initiatives

This personal touch can drive customers from just taking a look to taking action.

It’s time to level up

Give your customers the most relevant information and answers automatically for a faster self-service experience. Try a free trial of Zendesk Guide today and see how your help center can improve with AI chatbots.