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Self Service AI tool

Help Your Customers Help Themselves

Leverage Self Assist, an intelligent "deflection" tool, to understand the context and content of incoming tickets. This unique technology uses AI to provide relevant content suggestions right from your own knowledge base. When your customer is about to submit a question or issue, Self Assist will suggest an answer from your content sources. This enables customers to self-discover the right answer quickly, utilizing the wealth of information that exists in your content portals. With this self-service AI tool, you’ll notice an immediate reduction in ticket volume and you'll free up your agents’ bandwidth to focus on the issues that require creativity and customer connection. Learn more about the self-service AI tool.

  • Reduce incoming ticket volume
  • Deliver a stronger customer experience
Customer Service Chatbot

Drive Engagement Before a Ticket is Ever Submitted

Automatically respond to customer queries, intelligently route requests to a member of your support team, and guide customers toward one or more knowledge base articles to help themselves! Chatbot continually improves the quality, presentation, and effectiveness of your content because it learns from customer queries and identifies knowledge gaps or redundancies, augmenting the experience for the next customer. Learn more about the customer service AI chatbot.

  • Improve the customer experience
  • Ease your agents' workload
AnswerIQ Ticket Triage

Triage & Route Within Minutes

AnswerIQ’s technology identifies patterns in ticket classifications from the past and predicts which group or individual agent should receive each new ticket. Tickets are routed within minutes to the most highly-suited available agent. This way your best agents don’t have to spend their precious time on this process. Learn more about automated ticket triage.

  • Improve accuracy
  • Better customer experience
Thumbtack Logo

In the case of Thumbtack, AnswerIQ Automated Triage reduced their assignment times from 3 hours down to 3 minutes while meeting similar confidence ratings as the best support agents. Case study

Automated Response to Tickets

Reduce Costs by Automating Responses

AnswerIQ enables you to automatically respond to tickets once you deem it appropriate based on chosen confidence criteria and comfort level. Password resets, standard refunds, tracking packages, and other regular resolutions are subject to automation. Automatic response enables agents to spend less time on recurring issues or repetitive tickets, and more time on problem-solving for your customers. We also enable agents to bulk respond to repetitive tickets with a human touch. Learn more about the advantages of automatically responding to tickets.

  • Lower customer support costs
  • Increase response quality
Knowledge-Based System in Artificial Intelligence

Boost Agent Productivity with Recommended Response and Knowledge Base

As new support tickets arise, AnswerIQ uses artificial intelligence to recommend an appropriate response template and give customers the right answers with as little wait as possible. We provide agents with the top three macros and templates, agents pick the best one, personalize it, and send it along. Using a combination of Recommended Response and Knowledge Base articles, even your newest agents can deliver consistent solutions quickly and efficiently. Learn more about the agent assist ai tool.

  • Reduce handling time
  • Faster resolution time
Product Madness logo

Product Madness leveraged Recommended Response to reduce their agent case handling time by nearly 40% while reducing their time to full resolution by over 60%. Case study

Customer Experience Assessment Tools

Enjoy a Holistic View of Your Support Organization Efficiency

AnswerIQ generates several key observations through its learning process to help you reflect on and inform changes. We show you what macros are a good candidate for response automation, provide a macro report and recommendation tool, and offer ticket routing and classification suggestions. Learn more about the customer experience assessment tools.

  • Improve support processes
  • A partner you can count on
Salesforce and Zendesk Integrations

Seamless CXM Integration with Zendesk, Salesforce, and More

AnswerIQ natively integrates directly into CXM systems and automatically generates machine learning models to mimic the decision paths of how agents handle cases. It works across the spectrum of automation needs from augmentation to full automation.

  • Works with your existing workflow