Add a business hours condition: uses your working hours schedule to divide a conversation into two branches, depending on whether your support team is available or not.Transfer to agent: Escalates the conversation to a live agent.
Make an API call: Pushes conversation details out to your CRM, or pulls product information into your bot messages.Ask if question resolved: Asks your end users whether an answer resolves their support issue, and offers response options they can choose from.Ask for details: Displays a form to collect details about the customer.(Only available with an active Guide help center). Show help center articles: Presents up to six help center articles to the customer.Present options: Displays up to six preconfigured quick replies that the customer can interact with.Send message: Displays a piece of text to the customer.In Flow Builder, Zendesk’s click-to-configure visual design tool, you can create answers that include any or all of the following actions: Each answer addresses a single issue, or “intent,” and your bot can be trained to understand customer intent when phrased in different ways.
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In Zendesk messaging, conversation bots are sets of predefined, custom answers that tell the bot how to best respond to customer questions – by offering self-service options, requesting more information to clarify the customer’s needs, or handing off the customer to a live agent. This section discusses the following topics: And Flow Builder, Zendesk’s bot-building tool, takes the complex coding out of building chatbots.Īnswer Bot uses Native Language Processing (NLP) to interpret support requests and to learn from customer responses to deliver better service with each interaction.Īnswer Bot comes with a simple out-of-the-box bot that can be published, with no further work on your part, as soon as you turn on bot-enhanced messaging. It can help deflect tickets by guiding customers through a conversation to refine their support request, offering help center article recommendations to self-solve their issue, and gathering useful information from your customers before handing them off to a live agent, which gives your agents an opportunity to handle more support requests and reduce wait times for all customers. This article discusses the following chatbot options:Īnswer Bot is Zendesk’s highly customizable, automated conversation bot that can be added to your Web Widget, mobile app, and social or third party channels. In this article, we’ll provide you with an overview of each of these options, along with a framework to get you started with your chatbot of choice.įor a more detailed look at chatbots, see our Complete guide to AI chatbots. All approaches allow you to customize bot performance and behavior With Zendesk, you can incorporate chatbot functionality into your customer service experience with our own Answer Bot, use Sunshine Conversations to build your own bot, or integrate a bot from a third party. You can reduce – or even eliminate – the time your customers have to wait for assistance by providing automated support using chatbots.Ĭhatbots are conversational customer support UIs, fueled by artificial intelligence, to help automate simple tasks, create better experiences for your customers, and work alongside your agents to give them a helping hand. When a customer needs help, they want it ASAP, but most organizations don’t have the support staff to be available 24/7.
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