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Michael Rumiantsau

Alterra Answers - AI assistant for customer service automation in Zendesk

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Narrative BI
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Alterra Answers is an AI-powered app for Zendesk that instantly resolves support tickets by finding the right answers in Zendesk Guide.

It helps companies to reduce support costs and improve customer satisfaction thanks to shorter time to resolution.

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Serge Stepuro
Hey! That sounds really intriguingly. What is the difference between Alterra’s and Zendesk Answer Bot? Good luck!
Dmitry Polukhin
Maker
@serge_stepuro Hi, thank you for your question! The short answer is precision. Powered by our neural NLP Engine, our bot is the most accurate question-answering bot in the industry. For example, whereas Zendesk Answer Bot finds the right answer in only 25% of the cases, ours masters up to 90%. How come? In reality, Zendesk’s answer bot is just a search engine for knowledge bases. In fact, ours, too :-). The difference, however, is 30 years: Zendesk’s is old-fashioned keywords-based search, of TF/IDF-AltaVista-Solr type, whereas ours is more like Google RankBrain, with word vectors and all that jazz.
Vadim Kheifets
Definitely worth trying! Thanks.
Irina Peregud
Maker
Thank you @vadim_kheifets ! 🙌
Yoshua Kishi
Are you using Convolutional LSTM right?　 It seems interesting. I'd love the opportunity to use it.
Philip Daineka
Great idea! Will I be able to import my knowledge base from other sources? Thanks
Dmitry Polukhin
Maker
@okendoken sure, you can import your KB as CSV file in Settings or using our API. Please write to us at info@alterra.ai if you are interested in other import formats/sources.
Lachlan Kirkwood
Looks like such a powerful tool for community management 🙌
Ross Mayfield
Congrats on launching the Alterra Answer Bot, @burkov 20% automated resolution of support tickets is quite a proposition.
Yigit Ihlamur
I used Alterra's chatbot about 3 months ago, and stress tested its intelligence. I was blown away by its accuracy compared to other chat bots out there. @burkov and his team built the best NLP engine I've come across so far. Congratulations with the launch. I hope to see Alterra in all marketplaces out there.
Sergei Burkov
Maker
@yigit thank you for the warm word
Vladyslav Vashchinskyi
Enna Smith

I like it

Pros:

Usefull

Cons:

🤗 nothing

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