Earlier in the year we launched the Early Access Program (EAP) for Automatic Answers - an initial alpha feature set. Today Automatic Answers has moved into an open beta stage, meaning the feature is more mature now having been validated by customers, iterated on, and extended substantially since the initial EAP began. There's no more waiting list, if you sign up now you'll be accepted into the program generally within 2 working days.
What is Automatic Answers?
Very simply: Automatic Answers adds artificial intelligence to self-service. Questions from customers are interpreted and relevant knowledge base articles are suggested. Customers are happier with the faster resolution and the support team can focus on things only people can do.
For more information, take a look at zendesk.com/automatic
To find out more about how the feature is setup and used, read the Using Automatic Answers article.
Joining the Early Access Program
To join the Automatic Answers Early Access Program, head to Zendesk Automatic Answers. and click Sign Up for Early Access.
Eligible customers must meet the following requirements:
The feature only works in English currently, so you will need to configure it accordingly
Must have 10 or more detailed, published articles in English that speak to the problems your customers commonly face.
What's changed between the first release and now?
1 - The model
When the EAP started, we built individual models for each customer, this meant we could only offer the feature to select accounts with the required data volume needed to effectively build the model. Since then, we have been working a new, deep learning model that can be used by any customer without requiring as much or any data. Simply create enough articles that represent the problems you commonly see and turn the feature on! That easy.
2 - The end-user experience
We've adapted and refined the end-user experience substantially. We now have a fully integrated Help Center experience: when a user clicks on an article, they are taken to the article in HC and a widget appears allowing them to solve their request right there, if the article was correct.
3 - Configurability
Admins now have more control over the experience than ever before. We have 3 placeholders that are used in the Automatic Answers trigger that allow customisation over how the Automatic Answers email is presented. Admins also now have more control targeting specific articles based on labels.
4 - Reporting
We now provide detailed deflection reporting in Insights to ensure that you have full visibility into the feature performance. Understanding what self-service value you are driving with the feature has never been easier.