John Paul

In the meantime, Zendesk has devoted substantial resources to enhancing the Agent Workspace and its AI technology. We've been carefully observing the progress made in Zendesk's flow builder and the answer bot. Despite some disadvantages, we've been progressively implementing updates with the aim of reintegrating the answer bot.

However, with the current developments, we've decided not to transition back to using the answer bot. We might even consider disabling the autoreply feature during our busiest times. Even though the autoreply feature has been beneficial to us, its effectiveness in resolving customer problems hasn't been sufficient to warrant the cost.

Our company initially implemented the Answer Bot feature in 2021, but we were forced to turn it off due to a substantial amount of unfavorable feedback from our clientele.

Zendesk, in the meantime, has been concentrating on enhancing the Agent Workspace and its artificial intelligence capabilities. We've been keeping a close eye on the progress made by Zendesk in the development of the Flow Builder and Answer Bot. Despite a few drawbacks, we have been making our own modifications with the intent of reintegrating the Answer Bot.

However, despite these adjustments, we have decided not to revert back to using the Answer Bot. We might even consider turning off the autoreply function during our busiest times. While the autoreply feature has provided us with some benefits, it hasn't been sufficiently effective in addressing customer problems to warrant the cost associated with it.