My company is pursuing a chatbot solution. How can we do that using Zendesk?
Depending on the level of complexity you need and the resources available to you, there are multiple options.
Build your own
By using the Chat Conversations API you are able to create your own chatbot. Using this API essentially allows your application to act as an agent chatting with your customers.
This option can be developer-intensive. For more information, see this article: Getting started with the Chat Conversations API.
Answer Bot is Zendesk's own chatbot product. At its most basic, Answer Bot uses machine learning to search your knowledge base to find articles that match your customer's question. For more information on Answer Bot, see the following articles:
If you enable Zendesk Messaging on your account, you will have access to a much more customizable experience. Answer Bot with Zendesk Messaging can mimic real conversations and create a more natural support experience.
You can build these conversations in a tool called Flow Builder. Using Flow Builder, you start by creating a messaging bot to interact with your customers. You can create multiple unique bots for different brands, languages, locales, and departments. Once you have your bots built, you populate them with Answers. Each Answer addresses one particular customer question or issue, also known as an intent. Over time, you train your bot so it gets better at answering customer questions. If you don't have an Answer already configured then Answer Bot simply falls back on the article recommendations search described above.
For more information on using Flow Builder and Answer Bot, see the article: Using Flow Builder to automate conversations
You can use Sunshine Conversation APIs to connect bots over messaging. See these article for more information:
You are also able to integrate third-party AI software with Zendesk for your chatbot needs. It is important to consider that Zendesk Customer Support is not able to directly assist with this implementation, as our ability to answer questions about third-party software is limited.
In certain scenarios, our Professional Services team may be able to help your team integrate a third-party solution. To explore this option, contact your account representative.