AI TOOL PROFILE
Alterra Answers for Zendesk
- Customer Support
- AI Chatbot
- 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.
At a glance
- Best for
- Zendesk Support users, Customer support teams, Businesses with existing knowledge bases, Operations managers focused on ticket deflection
- 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
- Visit Alterra Answers official website
How AI is used
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
Auto-pilot mode
Screens new Zendesk tickets and attempts to resolve them by finding answers in the company knowledge base.
Co-pilot mode
Provides answer suggestions to agents directly within the Zendesk interface.
AI-powered Guide Search
Supports search in Zendesk Guide using an NLP engine based on meaning rather than just keywords.
Code-free setup
Allows users to connect Zendesk accounts and import knowledge base articles without writing code.
Deep Learning NLP Engine
Processes natural language questions to find relevant answers based on intent.
Use Cases
Routine ticket deflection
Using auto-pilot mode to resolve common customer questions without agent intervention.
Agent productivity support
Using co-pilot mode to suggest relevant articles to agents to help reduce response times.
Self-service improvement
Implementing AI search in the Zendesk Help Center to help customers find answers independently.
24/7 Customer Availability
Providing automated answers to customer queries outside of standard business hours.
Integrations
- Zendesk Support
- Zendesk Guide
- Facebook Messenger
- Slack
- Drift
- Chatfuel
- ManyChat
FAQ
How does Alterra Answers integrate with Zendesk?
- The app connects to a Zendesk Support account and can import knowledge base articles directly from Zendesk Guide.
Is there a free trial available?
- Yes, Alterra Answers offers a 30-day free trial, and no credit card is required to start.
Do I need to know how to code to set up the bot?
- No, the software is designed for a code-free setup where the AI handles the configuration after the knowledge base is imported.
What is the difference between auto-pilot and co-pilot modes?
- 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
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