Co-pilot vs. auto-pilot. The bot can operate either fully autonomously, in an auto-pilot mode, or in a co-pilot mode, together with your live agents.

You can activate the bot in the auto-pilot mode, even when your live agents are not available. The bot screens all new tickets and tries to find the answer in your knowledge base. If the user is satisfied, the case is closed. Otherwise, the ticket goes into your regular queue.

On the Zendesk platform, the bot could also work in tandem with your live agents. In the co-pilot mode, the app integrates into the Zendesk agent’s desktop and displays three suggestions for agents to choose from. (Currently, this mode is available only in our Zendesk integration.)