Answer Bot in Zoho SalesIQ is an AI-driven chatbot that responds to visitor questions by matching them against your knowledge base, FAQs, or document library. When a visitor asks a question, the Answer Bot searches its training content and returns the most relevant article or answer, without a human operator needing to respond.
Connect the Answer Bot to your Zoho Desk knowledge base or upload custom FAQ documents. The bot uses NLP to understand question intent rather than relying on exact keyword matching. Review bot conversation logs regularly to identify questions the bot answers poorly and add content to address gaps.
Configure the Answer Bot to escalate to a human operator when it cannot find a confident answer. Define confidence thresholds below which the bot acknowledges it cannot help and routes the visitor to live support. This prevents visitors from receiving unhelpful bot responses that damage trust.
An Answer Bot automatically searches the connected knowledge base and suggests matching articles to a visitor’s typed question, without any scripted flow. A Zobot is a fully scripted or NLP-driven conversational bot with defined flows, steps, and logic. Answer Bots handle self-service deflection; Zobots handle guided conversations.
The Answer Bot intercepts incoming chats before they reach a live agent and presents relevant knowledge base articles. If the visitor’s question is answered by an article, they can close the chat without agent involvement, reducing the total volume of live chats agents need to handle.
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