Alterra NLP Engine powers automation for Chatbox messaging suite, where businesses create and automate conversations across texting, chat, and social channels.

Alterra Answers integrates with Bright Pattern contact center software. Acting as a virtual agent it can instantly resolve about 20% of your support tickets by finding answers in your Knowledge Base (details here ). The bot can operate either fully autonomously or together with your live agents. In the latter case it integrates into the agent desktop and displays suggestions for live agents to choose from.

Alterra Answers contains a full-fledged knowledge base search engine and thus is functional even if no training corpus is available. You may launch it without any training. The users will come and the bot will record their queries. You would label them later, using FAQ Editor. Note that without training the quality is lower. ...

If your website users can submit support requests via a web form, the Rapid Resolution feature of Alterra Answers can intercept them before they are submitted to the ticket queue, and instantly resolve ~20% of them by finding answers in your FAQ. Details here.

If you are a developer you can use our FAQ API to embed Alterra Answers in your mobile applications. Currently, the API is cloud-based. However, it has a small footprint that can even run on device, both training ML and inference, w/o cloud connection. It runs on CPU – no GPU/TPU is needed – and is 1,000x faster than a typical RNN, and it takes only ~10MB of memory. Native iOS and Android ports are available.

Unlike Drift, Alterra Answers is not fully integrated with Intercom. However, there is “light” Intercom integration, thanks to the “hand over to the live agent” feature. It works like this: you add Alterra chat widget to your website. The visitor starts chatting with the bot there. To talk to a human, s/he would just say “Operator!” ...

Alterra Knowledge Base Search is AI-powered cognitive search that interprets user queries based on their meaning - not just keywords. Thanks to it, it has precision of up to 90%, whereas traditional keywords-based search solutions are accurate only 25% to 50% of the time.

You can set a Zendesk trigger to make Alterra bot reply to select, not all tickets. (By default, it replies to all tickets.) Leave your email here -- a human will tell you how. Apart from using a Zendesk trigger, there is the second way to make the bot only reply to select tickets. You may define certain intents and program the bot not to reply to such tickets. ...

You may ask any questions about our company and products. Likewise, when you deploy our Alterra Bot on your website it will be able to answer questions about your company and products. It will find answers in your FAQ / knowledge base.

If you are using Alterra Answers for Zendesk you may import your question-answer pairs directly from your Zendesk Knowledge Base. Go to FAQ Editor/Settings/Integrations/Zendesk and click the IMPORT HELP CENTER button. Note that this is one-time import! If you change your Zendesk KB you will have to manually duplicate the changes to the Alterra FAQ Editor. Please do NOT repeat the import! ...