Provide instant, precise answers 24/7 with Answer Bot
Answer Bot gives instant, precise answers to your customer’s commonly asked questions 24/7, helping with instant resolutions and happier customers. This will free up your team’s time to focus on issues only humans can resolve.
Answer Bot understands intent. You can train Answer Bot to answer any common question a customer asks at the start of a new conversation. But it doesn’t stop with deflection. Answer Bot can follow up with an intent-based Custom Bot flow closing the conversation when successful - so it never reaches your team.
Answer Bot also performs tone and sentiment analysis, handing over the conversation to a team member when human intervention is very much needed.
|Note||For more details on the plan from which Answer Bot is available, checkout this article.|
How is Answer Bot different from other chatbots
When customers ask questions, most chatbots suggest solution articles from the knowledge base. Customers are expected to go through every suggestion to see if the article is helping. But what today’s customers look for is fast, precise answers. Answer Bot helps you deliver that.
Answer Bot can deliver accurate answers instantly
Answer Bot can tap into the intent behind customer questions, truly engage with them and help them with the next best actions
Answer Bot can be trained to understand the different ways in which customers ask questions
Answer Bot can provide a human touch by engaging in small talk
But, it also understands when human intervention is needed and transfers the chat to a team member if necessary.
By giving instant, precise answers to common queries, Answer Bot will create a better customer experience, and save your team hours each week. You’ll be able to see Answer Bot’s immediate impact under Insights.
|Note||Answer Bot is currently available in English only. |
Here’s how to get started:
Give your Answer Bot identity
Customize your Answer Bot to make it an extension of your brand. Give a name and choose an avatar for your answer bot in Settings.
Create answers to common questions
Answer Bot pre-learns from your Freshchat and Freshdesk knowledge base, and Freshdesk tickets, and suggests questions your customers ask most often. Answer Bot also continuously learns from new conversations in Freshchat, once you set it up.
Answer Bot also goes a step further, categorizing conversations into three categories by tagging them as,
Unanswered indicating you haven’t added answers for these questions yet,
Improve coverage implying customers ask this question in more than one way and more variations need to be mapped, and
Underperforming pointing out questions that have been downvoted five or more times and needs better answers.
Just click on any question to add answers or if you have a question in mind create a new answer from scratch.
Read more about Answer Bot's learning sources.
Compose an engaging answer
Stat by adding your question. Answer Bot will surface similar questions if any. You can choose to add answers for one of these or create one from scratch. The quality of answer you create is the key to resolving your customer queries.
Train your Answer Bot to recognize questions
Your customers will ask the same question in different ways. While creating an answer, you should train Answer Bot to recognize each variation of the question, so it answers more customers. Pick any of the example questions that your answer will resolve and dismiss the ones that it won’t.
For example: You should train Answer Bot with as many examples as possible so it can recognize variations of the same question. For example, 'What is the zoo timings' and ‘Is the zoo open on weekends?' are different questions, but could have the same answer. Search for these variations, and train Answer Bot to recognize them. Answer Bot will then use its training and machine learning to answer questions that match or are similar to your example questions.
Remember, the more question variants you add, the more answer bot will learn to recognize similar questions, and the more accurate it will be. We recommend adding a minimum of 5 examples.
You can also train Answer Bot to recognize questions your customers haven’t asked yet, by manually adding example questions.
For example: If you have an upcoming feature launch, and you are working on answers for the launch, you can manually train answer bot with questions you predict customers could ask.
Pick a follow up action
Answer Bot can tap into the intent behind customer questions, truly engage with them and help them with the next best actions.
Answer Bot can end by triggering a intent-based Custom Bot flow which can engage customers and close the conversation Custom Bot can ask the right questions, engage prospects, qualify leads, book meetings, nurture leads, onboard users and support customers.
Answer Bot also understands when human intervention is needed and transfers the conversation to a team member. Answer Bot will then leave the conversation open, so your team can follow up.
Keep tabs on your Answer Bot’s performance
It’s easy to track Answer Bot's performance. You can see the overall impact your Answer Bot has by going to Insights.
You can see,
What percentage of your total conversations Answer Bot successfully resolved for your team
How many questions were attempted by the Answer Bot, and questions it didn’t answer
How much time Answer Bot saved your customers and teammates.
You can get a snapshot of how each answer is performing, by going to the Answers section.
Train Answer Bot to resolve more conversations
You can train Answer Bot to provide more resolutions by doing these three things:
Create answers for a wide range of topics
Create multiple answers for each topic
Train answer bot to recognize several variations of the same question, by adding more examples
By continuously training Answer Bot, you’ll increase its resolution and coverage rates, and save your teammates and customers more time.
When does Answer Bot trigger
Answer Bot automatically triggers when a customer asks a matching question at the start of a new conversation.
- Answer Bot will give a precise answer ff there is an exact match with one of the commonly asked questions
- Answer Bot will suggest a help article if certain keywords match with a question
- Answer Bot will suggest more than one help article if most of the keywords and the intent of the customer question matches with a commonly asked question.