Alterra Answers is fully integrated with Zendesk Support. It can instantly resolve about 20% of your support tickets by finding answers in your Knowledge Base. As a Zendesk Support plugin, the bot is installed directly from the official Zendesk app directory. (The bot is NOT integrated with Zendesk Chat, aka Zopim.)

The bot can operate either fully autonomously, in an auto-pilot mode, or in a co-pilot mode, together with your live agents. In the auto-pilot mode the bot replies directly to the user, with a solution it finds in your knowledge base. In the co-pilot mode, the bot only displays suggestions for live agents to choose from.