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Michael Rumiantsau

Alterra Answers - AI assistant for customer service automation in Zendesk

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Alterra Answers is an AI-powered app for Zendesk that instantly resolves support tickets by finding the right answers in Zendesk Guide.

It helps companies to reduce support costs and improve customer satisfaction thanks to shorter time to resolution.

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Sergei Burkov
Maker
Michael, thank you for hunting Alterra Answer Bot! Hi PH, I’m Sergei, Alterra.ai Founder and CEO. At Alterra.ai, we are building intelligent virtual assistants for customer engagement and support. We are a team of Deep Learning/AI/NLP aficionados hailing from Google, Yandex, and academia. Amazing things happen in Deep NLP now -- mind the crazy brouhaha around “dangerous” Open.ai language model. We are working on making this type of stuff available to every business, large and small. Today we’re thrilled to announce our new product Alterra Answer Bot for Support. Alterra Answer Bot is a question-answering bot that can instantly resolve your support tickets by finding answers in your knowledge base. To make it possible, we had to develop a number of new techniques for our NLP Engine, with word and phrase embeddings, language models, intent classifiers, and search powered by artificial neural networks. Thanks to this “silicon brain”, our answer bot can instantly resolve about 20% of support tickets, which is about four times more than old-fashioned bots. The bot can also work in tandem with human agents by suggesting answers in the Ticket Sidebar of the agent’s desktop and thus helping them to resolve more tickets faster. If you have a Zendesk account you can install Alterra Answer Bot today. It’s free to try for 30 days. Just find Alterra Answer Bot on Zendesk Marketplace, click ‘Install’ and it will appear in your account. A stand-alone version is also available. We'd appreciate your feedback and will be happy to answer questions!
Vladimir Antonov
Maker
@burkov App's page on Zendesk App Marketplace: https://www.zendesk.com/apps/sup...
Artsiom Kazubouski
Wow, this looks really interesting! What languages does Alterra Answer Bot support?
Sergei Burkov
Maker
@artsiom_kazubouski Currently, the system supports only English. 101 more languages are in Beta, thanks to fabulous BERT word embeddings. Our system doesn't rely on linguistics, sentence parsing rules, etc. It's 100% Deep Learning. We just have to update word embeddings.
Michael Rumiantsau
Hunter
This is super cool! No more generic messages like “Dear valued customer, we have received your message. We will get back to you in 24-48 hours”. Alterra.ai has built Alterra Answer Bot for Support that answers your customers’ questions by finding the right information in your knowledge base. The answer bot also helps agents to work smarter and to resolve more tickets faster by suggesting relevant answers in a ticket sidebar. Absolutely love the idea of customer support automation in the form of answer bots. Great idea, great team, great product 👏
Alex Zaytsav
Hi Alterra Team! Great product and nice approach! Is is your Answer Bot available outside Zendesk? Thanks, Alex.
Sergei Burkov
Maker
@mrraffaelko Yes. Answer Bot is omni-channel: it works in a chat widget on your website, as an overlay over your support web form, as knowledge base search, over email, and in Facebook Messenger. It is integrated with Zendesk, Slack, Telegram and Drift. SMS and in-app channels can be added via our FAQ API.
Sergey Enin
I’ve just tried the answer bot on your website. It works way better than analogous solutions. Great work Alterra Team!
Maksim Kublitski
An absolute must-have for customer-centered teams!
Irina Peregud
Maker
@maksim_kublitski ! Yeap! We'll work hard to make our answer bot the best of a kind.
danzaitsev
Supported 😉 I remember your travel bot, btw how is it ?)
Dmitry Polukhin
Maker
@dan_zaitsev more information about travel bot is here https://next.alterra.ai/home/travel We will be happy to demonstrate it to you. Please write to us at info@alterra.ai to schedule a demo.
Maxim Kostin
looks interesting... where can I see it in action?
Dmitry Polukhin
Maker
@maxko on our own website in the right lower corner – it is "dogfood" version :-) https://next.alterra.ai/home/ans... Specific Zendesk integration is here: https://next.alterra.ai/demo/zen...
Irina Peregud
Maker
Thank you @maxko ! The easiest way is to go to our website. You'll see Alterra Answer Bot in the right lower corner. It answers questions about itself and our company.
Alex Miller
Hi Sergei, Looks super cool. Is there anywhere we can ask it questions and see it in action?
Dmitry Polukhin
Maker
@fotoflo You can see the generic Answer Bot in action in the right lower corner of our own website. It answers questions about itself and our company – we eat our own dogfood :-) https://next.alterra.ai/home/ans... Specific Zendesk integration is here: https://next.alterra.ai/demo/zen... There are more. We will be happy to demonstrate it to you. Please write to us at info@alterra.ai to schedule a demo.
Yuri Vedenin
Thank you, guys, for this bot! That is really worth considering. Not sure yet, how it might co-exist with Intercom chat, but I'm sure, you will be able to handle that (: Thanks, Yuri
Dmitry Polukhin
Maker
@yuri_vedenin we don't have integration with Intercom using Intercom chat bot API but we support fallback to live operator in Intercom from our own webchat. Please write us at info@alterra.ai if you interested in details about integration with Intercom. BTW, we have full integration with Drift https://next.alterra.ai/home/ans...
Serge Stepuro
Hey! That sounds really intriguingly. What is the difference between Alterra’s and Zendesk Answer Bot? Good luck!
Dmitry Polukhin
Maker
@serge_stepuro Hi, thank you for your question! The short answer is precision. Powered by our neural NLP Engine, our bot is the most accurate question-answering bot in the industry. For example, whereas Zendesk Answer Bot finds the right answer in only 25% of the cases, ours masters up to 90%. How come? In reality, Zendesk’s answer bot is just a search engine for knowledge bases. In fact, ours, too :-). The difference, however, is 30 years: Zendesk’s is old-fashioned keywords-based search, of TF/IDF-AltaVista-Solr type, whereas ours is more like Google RankBrain, with word vectors and all that jazz.
Vadim Kheifets
Definitely worth trying! Thanks.
Irina Peregud
Maker
Thank you @vadim_kheifets ! 🙌
Yoshua Kishi
Are you using Convolutional LSTM right?　 It seems interesting. I'd love the opportunity to use it.
Philip Daineka
Great idea! Will I be able to import my knowledge base from other sources? Thanks
Dmitry Polukhin
Maker
@okendoken sure, you can import your KB as CSV file in Settings or using our API. Please write to us at info@alterra.ai if you are interested in other import formats/sources.
Lachlan Kirkwood
Looks like such a powerful tool for community management 🙌
Ross Mayfield
Congrats on launching the Alterra Answer Bot, @burkov 20% automated resolution of support tickets is quite a proposition.
Yigit Ihlamur
I used Alterra's chatbot about 3 months ago, and stress tested its intelligence. I was blown away by its accuracy compared to other chat bots out there. @burkov and his team built the best NLP engine I've come across so far. Congratulations with the launch. I hope to see Alterra in all marketplaces out there.
Sergei Burkov
Maker
@yigit thank you for the warm word
Enna Smith

I like it

Pros:

Usefull

Cons:

🤗 nothing