Zendesk has just released their new #botoftheweek for customer support automation.

Boom!

I’ve seen a lot of startups trying to do the same thing, but it was only a matter of time before the big players made it a feature.

What’s interesting here is that both Intercom and Zendesk position their bots less as bots or conversational assistants and more like a knowledge base products.

That makes a lot of sense — there’s so much value in the content assets that customers have already created and sometimes it's just about helping connect the dots.

Top 4 features of Zendesk bot:

1. It works wherever your customers are: Answer Bot already works across several channels including email and API which typically don’t have great automated self service experiences. They’re also extending Answer Bot to create new in-channel experiences for web form, web widget, chat, and our SDKs in the near future.

2. Activate and go: They’ve removed the complexity to make it as easy as possible for anyone to start using Answer Bot straight away. No training time or massive data sets needed. (You’re wondering how? Because it’s trained on over 12 million customer service interactions to deliver accurate and reliable responses. And it’ll continue to learn and grow.)

3. Learns from customers and agents: Interactions between Answer Bot and your customers are clearly presented to your support team, allowing them to see the actions customers have taken to avoid suggesting the same content again. Your support team can also provide pointers to Answer Bot to help it learn over time.

4. Optimize performance with reporting: Generate amazing insights into where Answer Bot performs well and where you may need to create or improve your self-service content.

Let the automation battle begin! 🤖

https://www.zendesk.com/answer-bot