About advanced bots

Advanced bots offer an enhanced bot experience for messaging and email as part of the Advanced AI add-on. These bots are powered by AI and come pre-trained to understand the top customer issues specific to your industry.

When you purchase the add-on, you gain access to:

• Advanced autoreplies, which allow you to customize automated responses to customer email and web form submissions based on AI predictions about intent, language, and sentiment.
• Advanced intents, which automatically suggest useful intents for your bot answers.

This article includes the following topics:

• Understanding advanced autoreplies
• Understanding intents

For information on getting the Advanced AI add-on, and more about the additional AI features included in the package, see About Zendesk Advanced AI.

Advanced bots and the Advanced AI add-on are currently available to retail, financial services, and software industries with plans to expand to other industries later this year.

Understanding advanced autoreplies

Autoreplies are built using triggers to allow the bot to send automatic responses to customer support requests. Standard autoreplies are built using the Autoreply with articles trigger action to suggest articles from your Guide help center when a customer reaches out over email or web form. Advanced autoreplies are built using the Autoreply trigger action, which works with intelligent triage to create custom responses to customer requests via email based on AI predictions about intent, language, and sentiment.

Before you can use advanced autoreplies, you'll need to set up intelligent triage. See Turning on and configuring intelligent triage for more information.

After that's completed, you can start creating advanced autoreplies. See Configuring an advanced autoreply for more information.

Understanding intents

Intents are alternative expressions of the issues addressed in answers, which define a conversation bot’s behavior. They are available with the Advanced AI add-on, and powered by AI to better address the top customer issues specific to your industry and to your own business.

You can use them in the following ways:

• Apply suggested intents when creating an answer, allowing you to build more effective conversation bots.
• Use intent suggestions that identify common, unrecognized questions from customers to help you fill any gaps in your bot’s knowledge.

See Using AI-powered intents with conversation bots for more information and configuration instructions.