Introducing Answer Bot

Customer should have the chance to choose the easiest path to whatever their goal is. Usually this means solving their problem quickly and on their own. According to Zendesk, 76 percent of customers prefer to find an answer to their question alone, as opposed to speaking with a customer support agent. One way for this, is through AI chatbots. One such tool is the the Zendesk Guide Answer Bot! It’s a great tool for customers to find an answer to their question even faster. Answer Bot uses machine learning to respond to questions with content from your knowledge base. Answer...

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How to support your robot coworker

When does artificial intelligence stop being more of a tool and become more like a coworker? Machines can already drive, hold conversations and even give witty answers, like Apple’s Siri for example. A majority of mature organisations have invested, or plan to invest in artificial intelligence in the near future, so it’s a matter of time before robots become our work buddies. AI will help make workflows more reliable, giving people more time to focus on human-centric tasks, and put the organization on the forefront of innovation. In order to learn to work alongside robot co-workers, both sides are...

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Why chatbots won’t fully replace humans

These days AI is changing the customer experience in many ways. AI-powered chatbots and virtual assistants can answer questions that could only be answered by a human in the past. Personalized customer experience can now be offered without adding more people and processes. This type of technology will play a huge role in customer interactions in the upcoming years, but this doesn’t mean that the human aspect will be eliminated. Humans will still be involved in up to half of customer interactions, but their role will lean heavily on utilising technology. Here is how customer support agents and intelligent...

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What is a chatbot?

An AI chatbot is a computer program than can have a conversation with a human by text or audibly. An effective chatbot can simulate how a person would behave during a conversation. They are best used in simple practical purposes like customer service and information request. One such chatbot is the Zendesk Guide Answer Bot. The Zendesk Guide Answer Bot is designed to give agents a helping hand to reduce their work and allow them to focus on more complicated work, which requires a human touch. The Answer Bot can, for example, resolve tickets by suggesting relevant articles to...

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Abilities and limitations of Chatbots

These days, chatbots are automating customer service around the world. Bots are on the customer service front lines more often than before. These bots vary from simple scripted bots answering FAQs to AI-backed bots programmed to make product recommendations. Even so, the humans engineering these bots and writing their scripts are the ones who hold the keys to customer service. Here are three things to help understand bot abilities and their limitations. Humanlike AI is a world away When AI first came out in the mid 1950s, the computer science community had high hopes for its evolution. AI was initially...

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