Alterra Answers - Detailed Review
Customer Service Tools
Alterra Answers - Detailed Review Contents
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Alterra Answers - Product Overview
Introduction to Alterra Answers
Alterra Answers is an AI-driven customer service tool that specializes in providing instant answers to customer inquiries about a company and its products. Here’s a breakdown of its primary function, target audience, and key features:Primary Function
Alterra Answers is designed to automate the process of answering customer questions, resolving routine support tickets, and enhancing overall customer engagement. It converts static FAQs into interactive Q&A systems, allowing customers to get immediate responses across various channels such as website chats, messengers, email, SMS, and apps.Target Audience
The primary target audience for Alterra Answers includes businesses seeking to improve their customer service efficiency, particularly those in sales, customer support, and internal IT departments. It is beneficial for companies looking to automate routine customer inquiries, freeing up their teams to focus on more complex issues.Key Features
AI-Powered Answers
Alterra Answers uses artificial neural networks to learn from conversations between humans, enabling it to answer questions with up to 90% precision. This goes beyond traditional keyword-based searches, instead analyzing the meaning behind the queries.Omni-Channel Support
The system can deliver instant answers through multiple channels, including website chats, Facebook Messenger, email, SMS, and various live chat and support platforms like Zendesk, Drift, and Intercom.Integration Capabilities
Alterra Answers integrates seamlessly with a wide range of software applications, including live chat apps, customer support and contact center solutions, and CRMs. It also supports integrations with platforms like ManyChat, Chatfuel, and Slack.Automated Ticket Resolution
The system can automatically resolve up to 20% of routine support tickets, reducing the workload on live support agents and allowing them to focus on more complex cases.Internal Q&A
It can also automate internal IT support by providing answers to staff’s questions on company policies and procedures.Analytics and Reporting
Alterra Answers includes analytics capabilities that allow businesses to track the performance of the bot, including how many requests were resolved and custom reports to measure customer satisfaction and other key metrics.Training and Feedback
The FAQ Editor tool enables businesses to compose, edit, and upload their FAQ files, as well as label and train the AI with historic user queries to improve its accuracy over time. By leveraging these features, Alterra Answers helps businesses enhance customer satisfaction, reduce support ticket volumes, and improve overall operational efficiency. Alterra Answers - User Interface and Experience
User Interface
Search and Response
Zendesk Integration
Ease of Use
Code-Free Setup
Simple Training
Natural Language Processing
Overall User Experience
Instant Answers
High Accuracy
Escalation of Complex Cases
Alterra Answers - Key Features and Functionality
Alterra Answers Overview
Alterra Answers, an AI-driven customer service tool, boasts several key features that enhance customer engagement, support, and overall efficiency. Here are the main features and how they work:Natural Language Processing (NLP) Engine
Alterra Answers is powered by a deep learning NLP engine that converts natural language questions and commands into formal queries a computer can understand. This engine enables the system to find answers based on the meaning of the query, rather than just matching keywords. This results in a significantly higher accuracy rate, with Alterra achieving 90% accuracy compared to the 25-50% accuracy of keyword-based searches.Auto-Pilot and Co-Pilot Modes
Auto-Pilot Mode
In this mode, Alterra Answers screens all new support tickets and attempts to respond instantly by finding answers in the knowledge base. If the user is satisfied with the answer, the case is closed; otherwise, the ticket is passed to the regular queue. This mode can automatically resolve up to 20% of support tickets.Co-Pilot Mode
Here, Alterra suggests answers to customers’ questions right inside the agent interface, boosting the productivity of the support team and shortening the first response time and time to resolution.Omni-Channel Support
Alterra Answers can deliver instant answers across various channels, including website chats, messengers (like Facebook Messenger), email, SMS, and apps. This ensures customers can receive assistance wherever they interact with the business.Integration with CRM and Support Platforms
Alterra Answers integrates seamlessly with platforms like Zendesk, Drift, and Intercom. For example, with Zendesk, it can screen tickets, offer solutions from the FAQ knowledge base, and provide AI-powered recommendations to agents. Similar integrations with Drift and Intercom facilitate smooth handoffs from bot to human agents when necessary.Rapid Resolution
This feature works on a website’s support form, intercepting the form-filling process to instantly offer solutions culled from the FAQ. If the issue is resolved, the case is closed; otherwise, it is passed to human service reps.FAQ and Knowledge Base Management
Alterra’s FAQ editor allows businesses to upload their website FAQs, which are then converted into a searchable database. Customers can search for issues, and the results are displayed like search engine results pages (SERP), but with the added benefit of NLP-driven accuracy.AI-Powered Zendesk Guide Search
The Deep Learning NLP Engine takes over the search in the Zendesk Guide, improving the self-service rate with its high accuracy. This feature helps customers find relevant support articles faster, enhancing their overall experience.Code-Free Setup
Setting up Alterra Answers is straightforward and requires no coding. The app plugs directly into the Zendesk Support account, imports the knowledge base articles, and converts them into an intelligent system that provides faster answers.Internal QnA and Sales Support
In addition to customer support, Alterra Answers can automate internal IT support by providing answers to staff’s questions on policies and procedures. It also helps convert website visitors into leads by delivering instant answers to buyers when they are ready to engage with the business. These features collectively enhance customer engagement, automate routine support tasks, and improve the efficiency of the support team, all while leveraging AI to provide more accurate and meaningful responses. Alterra Answers - Performance and Accuracy
Performance and Accuracy of Alterra Answers
Alterra Answers, powered by a Deep Learning Natural Language Processing (NLP) Engine, stands out in the customer service tools category for its high accuracy and effective performance.Accuracy
Alterra Answers boasts an accuracy of up to 90%, significantly outperforming traditional keyword-based FAQ search solutions, which are accurate only 25% to 50% of the time. This high accuracy is achieved because the system searches by meaning rather than just keywords, allowing it to comprehend natural language queries more effectively.Performance
The system is capable of automatically resolving a substantial portion of support tickets. For instance, when integrated with Zendesk, Alterra Answers can resolve up to 20% of support tickets in auto-pilot mode, and it can also suggest answers to agents in co-pilot mode, enhancing the productivity of the support team.Integration and Versatility
Alterra Answers integrates seamlessly with various platforms, including Zendesk, Drift, ManyChat, Facebook Messenger, and more. This omni-channel capability allows it to deliver instant answers through website chats, messengers, emails, SMS, and apps. The integration process is relatively straightforward, requiring no coding; it involves registering an account, uploading the FAQ and historical queries, and adding a few lines of JavaScript code to the website.Limitations and Areas for Improvement
While Alterra Answers is highly effective, there are a few areas to consider:Training Corpus
For the system to work optimally, a comprehensive training corpus consisting of FAQ files and historical user queries with correct answers is necessary. This can be a time-consuming process, especially for businesses without an existing knowledge base.Escalation of Complex Cases
While the system can handle a significant number of queries, complex cases are escalated to human agents. This ensures that more intricate issues are addressed properly but may still require human intervention.Light Integration Limitations
In some integrations, such as with Intercom, the integration is described as “light,” meaning the bot can hand over conversations to live agents but may not offer full integration capabilities.Engagement and User Experience
Alterra Answers enhances customer engagement by providing instant, relevant answers to free-text queries. This speeds up conversion paths and improves customer satisfaction by reducing the time and effort required to resolve issues. The system’s ability to respond in a human-like manner also contributes to a better user experience.In summary, Alterra Answers is a highly accurate and performant AI-driven customer service tool that significantly improves the efficiency and effectiveness of support operations, though it does require a well-prepared training corpus and may have some limitations in its integrations.
Alterra Answers - Pricing and Plans
The pricing structure for Alterra Answers, an AI-driven customer service tool, is segmented into several plans, each offering different levels of features and support. Here’s a detailed breakdown of the available plans:
Free Plan
- This plan is free and allows users to create one chatbot.
- It supports up to 100 monthly active users and includes 10 intents.
- Features include basic analytics and email support.
- This plan is a good starting point for small-scale implementations or testing the service.
Standard Plan
- Priced at $99 per month.
- Users can create up to three chatbots.
- Supports up to 1,000 monthly active users, with 100 intents per chatbot.
- In addition to the basic features, this plan includes advanced analytics, priority email support, and webhooks.
Premium Plan
- Priced at $499 per month.
- Allows users to create up to 10 chatbots.
- Supports up to 10,000 monthly active users, with unlimited intents per chatbot.
- This plan includes all the features from the Standard plan, plus custom analytics, phone support, API access, and custom integrations.
Free Trial
- Alterra Answers also offers a free 30-day trial, allowing users to test the service without committing to a paid plan. This trial period does not require a credit card and provides a comprehensive experience of the product’s capabilities.
Alterra Answers - Integration and Compatibility
Integrations with Customer Support Platforms
Alterra Answers can be integrated with popular customer support platforms such as Zendesk. When connected to Zendesk, Alterra Answers can screen all new tickets and respond instantly by finding answers in your knowledge base. This can automatically resolve up to 20% of support tickets, and if the user is not satisfied, the ticket is forwarded to the regular queue.
Chat and Messaging Platforms
Alterra Answers integrates with several chat and messaging platforms, including Facebook Page, Facebook Messenger, and website chat. It can automate replies on these platforms to assist customers faster. Additionally, it works with Telegram and Chatbox messaging suite, ensuring comprehensive coverage across different communication channels.
CRM and Contact Center Software
The tool is compatible with Bright Pattern contact center software and other CRM solutions. Alterra Answers can be connected to various live chat, support, help desk, or CRM systems via its FAQ API, allowing for flexible integration with existing systems.
Marketing and Sales Tools
Alterra Answers integrates with tools like Drift and Chatfuel, enhancing the capabilities of these platforms. For instance, it can provide interactive reply suggestions in Drift and improve the natural language understanding of Chatfuel bots.
Internal Communication Tools
For internal use, Alterra Answers can be integrated with Slack, allowing employees to get answers to their questions directly within the Slack interface. This helps in automating internal IT support and providing quick access to company policies and procedures.
Website Integration
You can add the Alterra chat widget to your website, which engages visitors and helps convert them into customers. This involves adding just two lines of JavaScript code to the page hosting the “Contact support” web form.
Mobile Compatibility
Alterra Answers is mobile-compatible, allowing users to access it from any device, anytime, and anywhere. This ensures that customers can get instant answers regardless of the device they are using.
Setup and Compatibility
The setup process is code-free, making it easy to integrate Alterra Answers with your existing systems. For example, integrating with Zendesk Support involves installing the Alterra Answers app from the Zendesk Marketplace and connecting your accounts, without requiring any coding.
Overall, Alterra Answers offers a wide range of integrations that make it highly compatible with various tools and platforms, enhancing both customer and internal support processes.
Alterra Answers - Customer Support and Resources
Alterra Answers Overview
Alterra Answers offers a comprehensive set of customer support options and additional resources, particularly when integrated with Zendesk Support, to enhance the efficiency and effectiveness of customer service.Automated Support Tickets
Alterra Answers can automatically resolve up to 20% of support tickets in auto-pilot mode. When a user submits a support request, the system intercepts the query, searches the knowledge base, and provides an instant answer. If the user is satisfied, the issue is marked as resolved; otherwise, the ticket is forwarded to live support.Co-Pilot Mode
In co-pilot mode, Alterra Answers assists your support team by suggesting relevant answers to customers’ questions directly within the Zendesk agent interface. This feature boosts agent productivity, shortens the first response time, and reduces the time to resolution.AI-Powered Search
The system uses a Deep Learning NLP Engine to search for answers by meaning, rather than just keywords. This approach achieves an accuracy of up to 90%, significantly outperforming traditional keyword-based search solutions which are accurate only 25% to 50% of the time.Integration with Various Channels
Alterra Answers can be integrated with multiple channels, including website chat, Facebook Page, Facebook Messenger, Slack, Intercom, Telegram, and more. This allows the bot to engage with customers and provide support across different platforms.Rapid Resolution
The Rapid Resolution feature works on the website’s support form, intercepting user queries and offering instant solutions from the FAQ. If the user’s issue is resolved, the case is closed; otherwise, it is passed to live support.Self-Service Enhancement
Alterra Answers improves the self-service rate by providing a search engine-like interface for FAQs, help, and knowledge base pages. This allows users to find answers without the need for live agents, enhancing the overall self-service experience.Analytics and Reporting
The system provides analytics through the FAQ Editor, where you can see how many requests were resolved and other performance metrics. This helps in monitoring the effectiveness of the AI-powered support.Setup and Training
Setting up Alterra Answers is straightforward and requires no coding. You need to register, upload your FAQ and historical queries to train the bot, and add two lines of JS code to your website. The system can also be trained programmatically via the FAQ API.Additional Resources
FAQ Editor
Allows you to upload and manage your FAQ files and historical queries.Zendesk Marketplace Integration
Easily install the Alterra Answers app from the Zendesk Marketplace and connect it with your Zendesk Support account.Free Trial
You can try Alterra Answers free for 30 days without needing a credit card. These features and resources make Alterra Answers a powerful tool for automating and enhancing customer support operations. Alterra Answers - Pros and Cons
Advantages of Alterra Answers
Alterra Answers offers several significant advantages that make it a valuable tool in the customer service sector:Automated Responses and Efficiency
Alterra Answers automates the response process for common customer queries using advanced natural language processing (NLP) and machine learning. This automation frees up customer service representatives from routine tasks, allowing them to focus on more complex and nuanced issues.24/7 Availability
The AI-powered system provides support around the clock, ensuring customers receive immediate assistance regardless of the time or their location. This 24/7 availability is particularly beneficial for businesses with global operations.Improved Customer Satisfaction
By delivering instant and accurate answers, Alterra Answers enhances customer satisfaction and loyalty. The system can resolve up to 20% of support tickets automatically, reducing response times and improving the overall customer experience.Integration with Existing Systems
Alterra Answers integrates seamlessly with various customer service platforms such as Zendesk, Drift, and ManyChat, among others. This compatibility allows businesses to enhance their existing customer service ecosystems without significant overhauls.Enhanced Engagement and Conversions
The system helps convert website visitors into leads by engaging them with instant answers to their questions. This engagement can accelerate conversions and improve overall customer engagement.Self-Service Capabilities
Alterra Answers enables 100% self-service for customers by providing a search engine-like interface that searches by meaning, not just keywords, with a precision of up to 90%. This reduces the need for live agents and improves the efficiency of the self-service rate.Disadvantages of Alterra Answers
While Alterra Answers offers numerous benefits, there are some potential drawbacks to consider:Initial Setup and Training
To function effectively, Alterra Answers requires a training corpus consisting of FAQs and historical user queries. This initial setup can be time-consuming and may require significant data preparation.Dependence on Data Quality
The accuracy of Alterra Answers is heavily dependent on the quality of the data used to train the AI. Poor data quality can lead to less accurate responses, which might affect customer satisfaction.Limitations in Handling Complex Issues
While Alterra Answers is excellent at handling routine and common queries, it may not be as effective in resolving complex or unique customer issues. These cases often need to be escalated to human agents, which can add to the overall response time.Potential for Misinterpretation
Despite its high precision, there is still a risk that the AI might misinterpret certain queries, especially if they are phrased ambiguously or contain nuances that the AI has not been trained on.Cost Considerations
The pricing for Alterra Answers is not publicly disclosed, and businesses need to contact the company for a quote. This lack of transparency could make it difficult for some businesses to budget for the service. By weighing these advantages and disadvantages, businesses can make an informed decision about whether Alterra Answers is the right fit for their customer service needs. Alterra Answers - Comparison with Competitors
When Comparing Alterra Answers to Other AI-Driven Customer Service Tools
Automation and Response Efficiency
Alterra Answers is notable for its ability to automate responses to common customer queries using advanced natural language processing (NLP) and machine learning. It can resolve up to 20% of support tickets automatically in its auto-pilot mode and assist agents in co-pilot mode by suggesting relevant support articles directly within the Zendesk agent interface. In contrast, Tidio AI also automates responses but focuses more on customizable chatbots and intelligent triage. Tidio’s Lyro AI can detect frequently asked questions, automate replies, and even recommend products and discounts. However, Tidio’s automation is more centered around chatbot interactions rather than integrating deeply with existing ticketing systems like Zendesk.Integration with Existing Systems
Alterra Answers stands out for its seamless integration with Zendesk, allowing it to screen new tickets and respond instantly by finding answers in the knowledge base. This integration enhances the productivity of customer service teams and improves response times significantly. Zendesk AI, on the other hand, is inherently part of the Zendesk ecosystem and offers a wide range of tools for enhancing customer service, including intelligent triage and routing capabilities, contextual intelligence for agents, and AI-powered messaging support. While it integrates well with Zendesk, it may not offer the same level of deep integration with the knowledge base as Alterra Answers.AI-Powered Search and Self-Service
Alterra Answers boasts a highly accurate AI-powered search for Zendesk Guide, with a 90% accuracy rate compared to keyword-based searches which are only accurate in 25% to 50% of cases. This significantly improves the self-service rate for customers. Freshdesk Freddy AI also offers AI-powered insights and a dedicated AI agent, but its focus is more on personalizing interactions, real-time sentiment analysis, and intelligent routing. While it enhances self-service, it does not match the specific search accuracy of Alterra Answers.Customization and Flexibility
Sprinklr AI offers a high degree of customization with its ability to create custom AI bots that adapt to different business niches and industries. It also replicates the brand’s tone of voice and works on various communication channels. This flexibility is unique compared to Alterra Answers, which is more focused on automating responses within the Zendesk environment.Cost and Accessibility
The pricing for Alterra Answers is not publicly disclosed, requiring businesses to contact the company for a quote. In contrast, Tidio AI offers a range of pricing plans, including a free plan with 50 free conversations, making it more accessible to smaller businesses. The pricing for Tidio’s plans varies from $0 to $394 per month, depending on the features needed.Conclusion
Alterra Answers is a strong choice for businesses already using Zendesk, given its deep integration and high accuracy in resolving support tickets. However, if you are looking for more customizable AI solutions that can adapt to various business needs and communication channels, Sprinklr AI or Tidio AI might be more suitable alternatives. For those deeply invested in the Zendesk ecosystem, Zendesk AI and Freshdesk Freddy AI offer comprehensive AI tools that can enhance customer service operations without the need for external integrations. Alterra Answers - Frequently Asked Questions
1. What is Alterra Answers and how does it work?
Alterra Answers is an AI-powered system that instantly answers customer questions about your company and products across various channels, such as website chats, messengers, email, SMS, and more. It uses a Deep Learning NLP Engine to convert natural language questions into formal queries that computers can comprehend. This allows the system to provide accurate and relevant answers without the need for coding.
2. What are the key features of Alterra Answers?
Key features include AI-powered support, 24/7 availability, chat support, analytics, and custom reports. The system can operate in both auto-pilot and co-pilot modes, automatically resolving routine tickets and assisting agents in finding relevant support articles.
3. How does Alterra Answers integrate with other platforms?
Alterra Answers can be integrated with various live chat apps, customer support solutions, and contact center platforms. For example, it integrates seamlessly with Zendesk and Drift, allowing for easy setup and use within these systems. No coding is required for the integration.
4. What are the different pricing plans available for Alterra Answers?
Alterra.ai offers three pricing plans:
- Free Plan: Allows one chatbot, supports up to 100 monthly active users, and includes basic analytics and email support.
- Standard Plan: Priced at $99 per month, allows up to three chatbots, supports up to 1,000 monthly active users, and includes advanced analytics and priority email support.
- Premium Plan: Priced at $499 per month, allows up to 10 chatbots, supports up to 10,000 monthly active users, and includes custom analytics, phone support, API access, and custom integrations.
5. How can Alterra Answers enhance customer engagement and support?
Alterra Answers enhances customer engagement by providing instant answers to customer inquiries, which can convert website visitors into leads and improve customer satisfaction. It also automates the resolution of routine support tickets, freeing up human agents to focus on more complex issues. This reduces response times and improves overall customer experience.
6. What is the setup process for Alterra Answers?
The setup process is straightforward and does not require coding. For platforms like Zendesk and Drift, you need to create an Alterra.ai account, install the Alterra Answers app from the respective marketplaces, connect your accounts, and import your knowledge base articles. You can then test the bot in co-pilot mode before switching to auto-pilot mode.
7. How accurate is Alterra Answers in resolving support tickets?
Alterra Answers is highly accurate, with the ability to deflect up to four times more tickets than competitors’ products. It achieves a 90% accuracy rate in searching Zendesk Guides, compared to 25-50% accuracy for keyword-based search solutions.
8. Can Alterra Answers operate autonomously or in conjunction with human agents?
Yes, Alterra Answers can operate in both auto-pilot and co-pilot modes. In auto-pilot mode, it can screen and respond to new tickets autonomously. In co-pilot mode, it assists human agents by suggesting answers and helping them find relevant support articles quickly.
9. What kind of analytics and reporting does Alterra Answers provide?
Alterra Answers offers various analytics capabilities, including basic analytics in the Free Plan, advanced analytics in the Standard Plan, and custom analytics in the Premium Plan. These analytics help in measuring customer satisfaction and optimizing the support process.
10. How does Alterra Answers handle internal IT support and other internal queries?
Alterra Answers can also be used for internal IT support by automating answers to staff questions about company policies and procedures. This helps in reducing repetitive queries and improving the efficiency of internal support processes.
Alterra Answers - Conclusion and Recommendation
Final Assessment of Alterra Answers
Alterra Answers is a sophisticated AI-driven customer service tool that offers several compelling benefits, particularly for businesses looking to enhance their customer engagement, reduce support costs, and improve overall customer satisfaction.Key Features and Capabilities
- AI-Powered Answers: Alterra Answers uses a Deep Learning NLP Engine to interpret natural language, providing accurate answers based on meaning rather than just keywords. This results in a significantly higher accuracy rate, up to 90%, compared to traditional keyword-based search solutions.
- Auto-Pilot and Co-Pilot Modes: The system can operate in auto-pilot mode, resolving up to 20% of support tickets automatically, and in co-pilot mode, assisting agents by suggesting relevant support articles, thus shortening response and resolution times.
- Integration and Setup: Alterra Answers integrates seamlessly with platforms like Zendesk and Drift, requiring no coding for setup. It imports your knowledge base and converts it into an intelligent question-answering system.
- Analytics and Reporting: The tool provides analytics and custom reports, helping businesses measure customer satisfaction and optimize their support processes.
Who Would Benefit Most
Alterra Answers is particularly beneficial for businesses that:- Handle High Volumes of Customer Inquiries: Companies with a large customer base will find the auto-pilot mode especially useful, as it can automatically resolve a significant portion of support tickets.
- Need 24/7 Support: Since the bot works around the clock, it is ideal for businesses that require continuous customer support, even outside regular business hours.
- Seek to Improve Customer Satisfaction: By providing instant and accurate answers, Alterra Answers can significantly enhance customer satisfaction and reduce support costs.
- Use Zendesk or Drift: Businesses already using these platforms can easily integrate Alterra Answers, leveraging its capabilities to enhance their existing support infrastructure.
Overall Recommendation
Alterra Answers is a highly recommended tool for any business aiming to improve its customer service efficiency and satisfaction. Here are some key reasons:- Efficiency and Cost Savings: By automating a portion of support tickets, businesses can reduce the workload on their support agents, leading to lower support costs and faster resolution times.
- Enhanced Customer Experience: The AI-powered system ensures that customers receive accurate and timely responses, which can significantly boost customer satisfaction.
- Ease of Use: The code-free setup and integration with popular support platforms make it easy for businesses to implement and start using Alterra Answers quickly.