When a customer types a question in the ASAP widget, chat window, or customer portal, Answer Bot searches the knowledge base for relevant articles and presents them as suggested answers. If the customer confirms their question is resolved, no ticket is submitted.
If Answer Bot’s suggestions do not resolve the customer’s question, the customer can choose to escalate to a live agent or submit a ticket. Answer Bot records the queries it could not resolve, helping the knowledge management team identify content gaps.
Answer Bot is configured in Zoho Desk’s Zia settings. Administrators select which departments and channels it is active for, set confidence thresholds for article suggestions, and define escalation behaviour when the bot cannot resolve a query.
The Answer Bot is an AI chatbot that suggests knowledge base articles to customers before they submit a ticket. When an article resolves the question, no ticket is created, reducing incoming support volume.
When Answer Bot cannot help, it escalates to a live agent if chat is active, or directs the customer to submit a support ticket. The unanswered queries are logged to help teams identify knowledge base gaps.
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