Zendesk Answer Bot - Early Access Program - Currently closed to new applications

Please note: The EAP for Answer Bot is currently closed to new applications. You may continue to register your interest should the program re-open, or to be notified once the feature is generally available.

For more information please visit: www.zendesk.com/answer-bot

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Answer Bot is a new feature to help customers with simpler questions self-solve using Help Center articles. As a ticket is received the feature analyses it against the model to determine if there are suitable matching articles and then automatically sends those articles to the requester as part of the ticket acknowledgement email. Customers can easily review these articles and solve their ticket directly from the email, or from the article, without the need for an agent to be involved.

At it's core, Answer Bot is all about solving problems faster. Whether that's customers self-solving before an agent needs to get involved, or agents using this extra capacity to focus on solving more complex tickets—agents can become more effective, allowing them to devote valuable time and resources to critical issues. We've also built the feature to be as flexible as possible, leveraging the power of business rules inside of Zendesk.
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What's this EAP all about?
During this stage of the EAP we are working on validating the model accuracy and end-user experience using real-life data and performance metrics from real situations. We've built all of the core functionality including:

- full integration into business rules
- ability to white list articles by labels
- full reporting capabilities in Insights
- integrated "follow" experience from the Answer Bot email into the article so you can directly solve the ticket straight away
Need more detail on how it works?
Answer Bot uses Deep Learning models to examine a company’s Help Center and it learns the topics contained within it. Then, as a ticket arrives, Answer bot evaluates the topic of the ticket to find the closest match in the Help Center and automatically sends an email to the customer with suggested knowledge base articles. If this solves the problem the ticket can be solved before an agent even touches it. Additionally, the feature is also learning from responses provided by agents where they suggest articles that then solve the ticket, and uses this to augment the articles that would be the best match for each ticket. Agents and end-users are able to suggest when the articles are not related which also helps to improve the performance of the suggestions in time.

Customers are happier with the faster resolution, and the support team has less work and more time to focus on things only people can do. It really helps companies be more responsive, while empowering customers to self-serve rather than wait for an agent.
Is this available to everyone?
There are a few pre-requisites to be part of this beta:
- You are on Guide Professional
- You are on the Zendesk Support Professional or Enterprise plan
- You have enough articles that represent the types of common problems you get tickets for (10 articles minimum)
- English only, for the moment

Costs? The Early Access program is absolutely free to participate in, however, the feature may become a paid / upgrade required feature when we launch it (we have not determined the pricing / packaging yet and have not set a date for launch yet either). We'd love to have you involved, get your feedback and ensure that the product is worth it when that time comes.
What is expected of me?
There are a few things we ask:

1. Provide feedback on the feature, ease of use, and documentation
2. Report any bugs
3. Be open to working very closely with us, initially and ongoing through this stage
4. Willingness to get it wrong, in order to make it better
5. When you achieve success: be a case study, talk about how you were able to use Answer Bot to help serve your customers
Ready to take part?
All you have to do is fill in some information and you're ready to go!
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