TL;DR - if you are looking for basic automation in Zendesk you can try their Answer Bot here. If you seek a more powerful automation in Zendesk and a bot that customers can have a conversation with and that can resolve issues that customers throw at them in multiple languages then go for the AlphaChat Conversational AI platform.
1. Chatbot Builder With Conversational AI
Zendesk Answer Bot
Suggest existing articles based on what customers ask in chat or email.
Build multiple-choice rule-based bot in Flow Builder.
Not able to carry a conversation.
alphachat.ai
No-code editor for building intents and workflows.
Intents organized under folders to scale to 1,000+ intents.
WYSIWYG chatbot text editor.
Add links to other topics, links to URLs, images, carousels.
2. Training Smart AI Bots
Zendesk Answer Bot
Cannot train bots. Rule-based chatbot only.
No Natural Language Understanding with conversational capabilities.
alphachat.ai
Insert phrases under intents.
Selection from best deep learning algorithms optimized for training speed and accuracy.
Train with one-click.
Training data organized under intents. Searchable and modifiable.
Multiple intent handling.
ReTrain function where AI suggests improvements into training data.
Overlap function where AI shows overlap of phrases across intents.
3. Languages Supported By Intelligent Chatbots
Zendesk Answer Bot
Rule based bot only. No capability to understand language.
alphachat.ai
All European languages + Russian + Arabic.
4. Chat Widget Functionality For Chatbot To Use
Zendesk Answer Bot
Connected to Zendesk chat widget.
Capable of suggesting content to users from emails in Zendesk.
alphachat.ai
Fully configurable native widget with customizable colors and logos.
Bot can show text, images, videos, buttons, forms, carousels.
Automatic customers language detection with URL parameters.
Detects whether agents are online or offline.
Or connect the bot to Zendesk chat widget to chat with customers.
5. Metrics For Measuring Customer Support Efficiency With AI
Zendesk Answer Bot
Measure self-service resolution rate.
alphachat.ai
Measure self-service resolution rate.
Measure direct costs saved.
Customer satisfaction metrics (money saved with bot).
6. Conversational AI Integration To RCS, Apple Business Chat, WhatsApp
Zendesk Answer Bot
N/A
alphachat.ai
API available for integration to all channels.
7. Live Chat Availability
Zendesk Answer Bot
Connect to agents in Zendesk.
Agent handover.
alphachat.ai
Connect to Zendesk agents.
Or utilize native full live chat functionality built-in.
Efficient handover from bot to agents with conversation history.
Co-pilot mode where AI suggests answers to agents.
Ability to connect to 3rd party customer support platforms (Zendesk, Salesforce).
8. Bot Authenticates Users
Zendesk Answer Bot
N/A
alphachat.ai
Available through AlphaOS where custom code can be written into intents.
9. Enterprise Features For Bot
Zendesk Answer Bot
Part of the Enterprise Plan.
alphachat.ai
SSO. Access Control.
Test and deployment environments.
SLA. Dedicated support in Slack, Teams.
10. API Connectivity With Conversational AI
Zendesk Answer Bot
Works across chat and email.
Connected to Zendesk answers database to serve information to customers.
alphachat.ai
APIs for chatbot functionality - logs, statistics, history, sending and receiving messages, testing.
11. Price
Zendesk Answer Bot
Up to 50 rule-based answer suggestions from articles in your Zendesk catalogue with Suite Team package €49/month.
alphachat.ai
€399/month
Unlimited conversational answers.
1 NLU chatbot.
1 agent live chat license or connect to Zendesk.
3,000 chats/month included.
Customizable widget.
Deflection rate, customer happiness metrics.
Enterprise plan for API, AlphaOS, additional bots.
