Alterra Answers for Zendesk
Alterra Answers is designed to help customer support teams reduce manual work on repetitive tickets. It may be useful for businesses using Zendesk that want to provide automated responses.
At a glance
- Category
- Customer Support
- Best for
- Zendesk Support users, Customer support teams, Businesses with existing knowledge bases, Operations managers focused on ticket deflection
- Pricing
- Pricing was not clearly available from the provided evidence. However, the vendor offers a 30-day free trial that does not require a credit card. Buyers should confirm current pricing on the vendor website.
- Key use cases
- Routine ticket deflection, Agent productivity support, Self-service improvement, 24/7 Customer Availability
- Integrations
- Zendesk Support, Zendesk Guide, Facebook Messenger, Slack, Drift
- Official website
- next.alterra.ai/home/answers/zendesk
Alterra Answers is an AI-powered support tool designed to work with Zendesk Support. It uses a Deep Learning NLP engine to understand the meaning behind customer questions rather than relying solely on keywords, which is intended to improve the accuracy of found answers.
The tool is built for customer support teams looking to deflect routine inquiries. It offers two primary modes: an auto-pilot mode for direct ticket resolution and a co-pilot mode to assist human agents with suggested answers.
Beyond ticket handling, it may be used to enhance the search functionality within the Zendesk Guide, supporting a higher rate of self-service for customers. The setup is designed to be code-free, importing existing knowledge base articles directly from Zendesk.
Buyers should confirm how the auto-pilot resolution rate aligns with their specific ticket volume and whether the 30-day trial period is sufficient to validate the accuracy of the AI for their particular knowledge base.
Key Features
Screens new Zendesk tickets and attempts to resolve them by finding answers in the company knowledge base.
Provides answer suggestions to agents directly within the Zendesk interface.
Supports search in Zendesk Guide using an NLP engine based on meaning rather than just keywords.
Allows users to connect Zendesk accounts and import knowledge base articles without writing code.
Processes natural language questions to find relevant answers based on intent.
Use Cases
Using auto-pilot mode to resolve common customer questions without agent intervention.
Using co-pilot mode to suggest relevant articles to agents to help reduce response times.
Implementing AI search in the Zendesk Help Center to help customers find answers independently.
Providing automated answers to customer queries outside of standard business hours.
Best For
Integrations
Pricing
Pricing was not clearly available from the provided evidence. However, the vendor offers a 30-day free trial that does not require a credit card. Buyers should confirm current pricing on the vendor website.
FAQ
The app connects to a Zendesk Support account and can import knowledge base articles directly from Zendesk Guide.
Yes, Alterra Answers offers a 30-day free trial, and no credit card is required to start.
No, the software is designed for a code-free setup where the AI handles the configuration after the knowledge base is imported.
Auto-pilot attempts to resolve tickets automatically; co-pilot suggests answers to human agents within the Zendesk interface.
Source category: Customer Support
Source subcategory: AI Chatbot
