Alterra FAQ bot

Answers questions about your company and products.

Convert static FAQ to a question-answering bot.

Benefits

  • Stop wasting your website traffic
  • Convert visitors to customers
  • Increase sales
  • Deflect support calls
  • More accurate than competition: up to 90% precision
When I trade in my iphone, how long will it take to receive credit?
Within 2 weeks.

Applications

  • Sales

    Greet visitors on your website. Convert more of them to customers.

  • Customer support

    Deflect about 20% of support calls by finding answers in FAQ.

  • Help

    Replace static help with a question - answering bot.

  • Internal QnA

    Enterprise search 2.0

Omni-channel

  • Website chat

    Chat widget for your website
    Like the one this web page, in the lower right corner

  • Facebook Messenger

    Begin conversation on your website, continue in Facebook Messenger

  • Rapid Resolution

    Intercept incoming support requests; instantly resolve them by finding answers in FAQ

  • FAQ Search

    AI – driven search for FAQs, help, knowledge bases. Search by meaning, not keywords

  • Intercom and Drift

    Just say “Operator!” to hand the conversation over to your live agents in Intercom or Drift

  • Zendesk

    Virtual AI agent that works right alongside your Zendesk support team

  • Integrations

    FAQ bot is currently integrated with Bright Pattern contact center software and Chatbox messaging suite. It can also be integrated with other chat apps, messengers, email, SMS, mobile apps, etc.

Features

  • Users may ask questions in their own words
  • Search by meaning, not keywords
  • Deep Learning inside – no coding required
  • Artificial neural network learns from
    conversations between humans
  • More accurate than other FAQ search solutions: 90% vs. 50%
  • Humans may train the neural network, to make it even more accurate
  • Bot answers frequently asked questions
  • Can escalate complex cases to humans
  • Route to the right agent
  • Can be integrated with chat apps, contact center solutions, CRMs, etc.

Get Started

  • 01

    Register – click here

  • 02

    Upload your FAQ and query log – via FAQ Editor

  • 03

    Add two lines of JS code to your website – get it here

  • We will be happy to give you a demo and help to set up
    Request demo

Our products come with a free 30-days trial.

Start free trial

FAQ Editor

  • Upload and edit your
    FAQ file

  • Label the training set,
    to improve ML quality

For the system to work, you have to first give it a training corpus.

It should consist of:
1. The FAQ file – the set of canonical question-answer pairs
2. Historic user queries with the correct answers assigned to them

You can upload your FAQ file and query log to the system via FAQ Editor.

(Alternatively, you can do it programmatically, via FAQ API.)
More about FAQ editor

Open FAQ editor

Facebook Messenger customer chat plugin

Begin conversation on your website, continue in Facebook Messenger

With this plugin, provided by Facebook, your customers can switch between your website and Messenger without losing the conversation’s history and context. And you can follow up with them days and weeks after they left your website.
Learn more.

The plugin, as provided by Facebook, requires your live reps to chat with customers (similar to Intercom, Drift, etc.).

Alterra gives you a virtual rep, a bot, to answer frequently asked questions. Your live reps may still handle more complex cases and/or close deals.

This bot can also operate outside of your website, inside Facebook Messenger. That is, as an added bonus, you also get a Messenger bot.

To activate your Facebook chat plugin and Messenger bot you have to link your Facebook Page to our system. You can do it via FAQ Editor.
Details here.

No Facebook approval is required – our bot is already cleared by Facebook.

Rapid Resolution

Intercept support requests in the browser, before they are submitted to the ticket queue. Instantly resolve them by finding answers in FAQ

You likely have a place on your website where users may fill a web form and submit their requests to your support organization. We can intercept these submissions and resolve about 20% of all requests.

How it works:

  • You add two lines of JS code to your page hosting the "Contact support" web form
  • The user types a question into the form
  • Our JS intercepts it and sends it to the FAQ bot
  • The bot searches your FAQ
  • The search results are displayed in a pop-up, along with two buttons: “My problem is solved” and “I still need help”
  • If the user clicks on "Solved", all set – the issue is resolved.
  • If the user clicks "I still need help" a ticket is created in a usual manner, to be handled by your support personnel
  • You can see the stats of how many requests have been solved by the bot in the Analytics tab of FAQ Editor
Live demo
In a sense, Alterra FAQ bot is a search engine. It searches your FAQ and finds the answers there. You can give it a search engine interface.

However, Alterra FAQ bot is a search engine on steroids. It is powered by artificial neural networks and thus can search by meaning, not mere keywords.

Thanks to it, it has precision of up to 90%, whereas traditional Google-like keywords-based FAQ search solutions master only 25% to 50%.