Frequently Asked Questions (FAQ)

General

• What is AI for customer support?
  AI for customer support takes many forms. At AnsweriQ, it’s a set of tools ranging from deflection technology to agent assist templates and knowledge base articles that make answering customer queries easier. Reduce ticket volume, streamline first contact response and even make zero touch resolution a reality with deflection and automation!
• How does AI transform customer service?
  AI makes it possible for agents to get up to 30% of their time back each day by automating or deflecting the simple queries that come in and don’t require a human touch. The AI “machine” also serves to augment the agent’s expertise and enables swifter ticket resolution with high-performing, customizable macros and Knowledge content, which increases CSAT!
• How does AI-based customer support improve agent performance?
  With deflection technology and automated triage and response, agents are freed up to tackle the more meaningful exchanges that require creativity and compassion. Agents develop stronger relationships with customers, can address VIP tickets more holistically, and can enjoy the added bandwidth in their day to become brand ambassadors, content contributors, even roadmap drivers with the insights they have from customer feedback.
• How does AnsweriQ boost agent productivity?
  As new support tickets arise, AnsweriQ uses artificial intelligence to recommend an appropriate response template so that agents can give customers the right answers with as little wait as possible. Agents are presented with the top three macros for any given situation and agents pick the “best one,” personalize it, and send it along. Using a combination of Recommended Response and Knowledge Base articles, even the newest agents can deliver consistent solutions quickly and efficiently. Learn more about the knowledge-based system in artificial intelligence.
• Why is automating triage important?
  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.

Getting Started

• How does AnsweriQ Automated Response for customer support actually work?
  When a machine learning prediction is extremely confident and a macro response alone is sufficient for resolution, it is possible to bypass manual agent intervention altogether and send the appropriate response automatically. The Automated Response (AR) implementation is carefully staged, tested, and audited with your team before the first AR is ever sent to a customer. This solution also comes with ongoing monitoring and quality assurance tools to ensure customer satisfaction throughout.
• What CXM platform(s) is AnsweriQ compatible with?
  AnsweriQ natively integrates directly into CXM systems like Zendesk and Salesforce 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.
• Are there eligibility requirements like minimum ticket volume, macros, agents, etc?
  If you receive more than 20,000 tickets a month or have more than 50 agents, AnsweriQ can bring your cost per ticket down by at least 25% within six months.

Pricing/ROI

• How does AnsweriQ reduce costs by automating responses?
  AnsweriQ enables your organization to automatically respond to tickets once deemed 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 customers. We also enable agents to bulk respond to repetitive tickets with a human touch. You can save as much as $9.25 a ticket and over thousands of tickets, that’s an incredible saving. 
• How does the Proof of Concept work?
  At the onset of our relationship with you, we set clear goals and expectations, mutually agree to terms, and once the terms and goals are met after 30 days, the concept is proven and converts to contract.
• What kind of cost savings can I expect with AnsweriQ?
  With AnsweriQ you can save money with every ticket that is deflected, triaged and answered automatically. Our cost to resolve a ticket is .75 compared with more traditional resolution costs of $8-12 for a phone call, $6-8 for an email exchange, and $3-5 for a text exchange.