Product Overview: Alterra Answers
Alterra Answers is an advanced AI-powered solution designed to enhance customer engagement, support, and internal query management across various channels. Here’s a detailed look at what the product does and its key features.
What Alterra Answers Does
Alterra Answers is an intelligent virtual assistant that instantly provides accurate answers to customer questions about a company’s products and services. It operates across multiple platforms, including website chats, messengers, email, SMS, and apps, ensuring seamless customer interaction.
Key Features and Functionality
Omni-Channel Support
Alterra Answers can be integrated with a wide range of communication channels such as website chat widgets, Facebook Messenger, Facebook Pages, Slack, and more. This allows it to respond to customer inquiries wherever they arise.
Deep Learning and NLP Engine
The solution is powered by Alterra’s Deep Learning NLP Engine, which converts natural language questions and commands into formal queries that a computer can understand. This engine enables the bot to search by meaning rather than just keywords, achieving up to 90% precision in answering questions.
Automated Customer Support
Alterra Answers can automatically resolve routine support tickets, freeing up human agents to focus on more complex and personalized customer issues. It can resolve up to 20% of support tickets autonomously, significantly reducing the workload on customer support teams.
Integration with Customer Support Platforms
The solution integrates seamlessly with popular customer support platforms like Zendesk, Drift, Intercom, Bright Pattern, and Chatbox. For Zendesk users, Alterra Answers can pull information from the Zendesk Knowledge base and convert it into an intelligent question-answering bot, ready to use from day one.
Internal Q&A and IT Support
In addition to customer support, Alterra Answers can automate internal IT support and provide answers to staff questions about company policies and procedures, enhancing internal efficiency.
No Coding Required
The setup and training of Alterra Answers do not require any coding. Users can upload their FAQ files and historical queries to train the bot, and it can learn from its interactions over time to improve its accuracy.
Escalation and Human Interaction
Alterra Answers can escalate complex questions to human agents and provide AI-powered prompts to help agents respond faster. This hybrid approach ensures that customers receive both the efficiency of AI and the personal touch of human interaction when needed.
Analytics and Reporting
The platform offers analytics capabilities, allowing businesses to track the performance of the bot, including the number of resolved issues and customer satisfaction metrics. Custom reports can also be generated to provide deeper insights into customer interactions.
Benefits
- Increased Customer Satisfaction: By providing instant and accurate answers, Alterra Answers helps in reducing the time to resolution, leading to higher customer satisfaction.
- Revenue Drive: The solution can convert more website visitors into leads by delivering instant answers to buyers when they are ready to engage.
- Efficient Resource Allocation: By automating routine tasks, human agents can focus on more complex and high-value tasks, enhancing overall operational efficiency.
In summary, Alterra Answers is a robust AI solution that leverages deep learning and natural language processing to provide accurate and instant answers across various channels, enhancing customer support, sales, and internal operations.