Zendesk has renamed our bot capabilities. Answer Bot is now Zendesk bots. Flow Builder is bot builder and Article Recommendations are autoreplies. For more information on this change, see this announcement.
Zendesk bots allow you to deflect common questions across your service channels and make your agents more productive.
There are two levels of bot capabilities:
- Standard bots, which are available on all Suite plans.
- Advanced bots, which are available to customers on Suite Professional and above plans who purchase the Advanced AI add-on
This article introduces you to the features and functionality available in standard and advanced bots. It provides links to resources with more information and with instructions for using the bots.
This article includes the following sections:
About standard bots
Standard bots come out of the box with conversational support for most channels, including voice, email, messaging, and social. Standard bots include:
- Autoreplies with articles, which suggest relevant help center articles via email and web form in response to a customer support request.
- Conversation bots created using bot builder, which guide customers to a resolution on web, mobile, and social messaging channels.
Autoreplies with articles
The standard bot includes autoreplies with articles, a feature that suggests relevant help center articles in response to customer support requests. Autoreplies are built using the Autoreply with articles trigger action to allow the bot to respond to customer support requests received via email or the web form. Standard autoreplies connect users to relevant articles in your Zendesk Guide help center, giving your customers the opportunity to self-solve their issues and resolve their support tickets. This, in turn, reduces the number of tickets assigned to your agents.
Autoreplies with articles can be used in email and web form responses to customers.
To get started using autoreplies with articles, see Configuring email autoreplies to deflect requests.
More advanced autoreplies are available with the Advanced AI add-on. See Advanced autoreplies.
Conversation bots
Standard conversation bots work with Zendesk’s messaging channels to deliver automated conversational support to your customers. They are highly customizable and easy to build using the drag-and-drop bot builder to guide customers to a resolution.
You can create a conversation bot in any style that suits your organization, from a simple greeting to welcome customers to your support center before handing them over to a live agent, to a complex conversation bot that gathers customer data, routes conversations to specific agents, proactively notifies customers of updates or changes, and more.
Conversation bots can be deployed across multiple messaging channels – web, mobile, and social – to reach your customers where they are.
To get started using conversation bots, see the following articles:
More advanced conversation bots are available with the Advanced AI add-on. See AI-powered intents.
About advanced bots
Advanced bots offer your customers an upgraded experience powered by AI. Advanced bots for messaging and email come pre-trained with customer intents built for different customer experiences specific to your industry.
Advanced bots can:
- Automatically recognize and classify support requests by intent to deliver the most accurate answer
- Save admins bot setup time with built-in intent suggestions that can be applied in a few clicks
- Tag messaging tickets with intent to arm agents with additional context
- Identify knowledge gaps in conversation bots and suggest unused intents that can improve ticket deflection
These advanced capabilities work across both conversation bots and autoreplies.
Advanced bots are available to Zendesk customers on Suite Professional plans and above with the Advanced AI add-on. The Advanced AI add-on is currently tailored to retail, financial services, and software industries with plans to expand to other industries later this year.
Advanced bots include:
Advanced autoreplies
Advanced autoreplies work with intelligent triage to create custom responses to customer email requests based on AI predictions about intent, language, and sentiment. They are built using the Autoreply trigger action.
To get started using advanced autoreplies, see the following articles:
AI-powered intents
Intents are alternative expressions of the issues addressed in answers, and define a conversation bot’s behavior.
You can use intents 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 gaps in your bot’s knowledge.
To get started using intents, see the following articles:
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