{"id":23121,"date":"2020-02-25T00:00:18","date_gmt":"2020-02-25T00:00:18","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=23121"},"modified":"2026-02-12T19:25:57","modified_gmt":"2026-02-12T19:25:57","slug":"announcing-resolution-bot","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/announcing-resolution-bot\/","title":{"rendered":"The evolution of conversational support starts now \u2013 with our new Resolution Bot"},"content":{"rendered":"

Today we\u2019re introducing Resolution Bot<\/a>, our intelligent support chatbot that automatically answers customer questions.<\/p>\n

We believe<\/a> automation will transform the way that businesses support their customers. Bots are already enabling customer support teams to scale personalized experiences without added headcount. But until now, support bots have stopped short of fully resolving<\/em> customer issues.<\/p>\n

\u201cResolution Bot moves beyond generic answers to meaningfully solve customers’ problems\u201d<\/p><\/blockquote>\n

Using machine learning technology, Resolution Bot moves beyond generic answers to meaningfully solve customers’ problems. When a customer asks a question in the Intercom Messenger<\/a>, Resolution Bot does so much more than share a link to your help center. The customer gets an immediate resolution to their issue that\u2019s tailored to their specific needs.<\/p>\n

Resolution Bot automatically resolves 33% of common support questions and has enabled businesses to save 109 hours of their<\/em> customers\u2019 time, on average, over the last year.<\/strong> Intercom is already an industry leader for chatbots<\/a> and with Resolution Bot, our chatbots are now even more powerful.<\/p>\n

Customers want resolutions, not just answers<\/h2>\n

Every support leader knows the faster you answer a customer\u2019s question, the more satisfied the customer will be. But too often, the answers that bots give fall short \u2013 they\u2019re not immediately actionable (\u201cRead this article\u201d) or they require the customer to do more work (\u201cFollow these five steps\u201d).<\/p>\n

\u201cResolution Bot has the ability to drive massive efficiency gains for support teams and their customers\u201d<\/p><\/blockquote>\n

With Resolution Bot, you can provide real solutions to customers\u2019 problems right there in the conversation. Imagine this: a customer chats in asking if their order has shipped yet. Instead of having a support rep manually look it up, Resolution Bot could pull up their order status using the Shopify app<\/a> and, better yet, surface this option before the customer even finishes typing.<\/p>\n

Resolution Bot has the ability to drive massive efficiency gains for support teams and the customers they serve. Because it’s always on, 24\/7, Resolution Bot enables businesses to deliver personal, real-time resolutions at a global scale. That\u2019s faster, more consistent support for your customers and fewer repetitive, transactional questions for your support reps.<\/p>\n

For video-making platform Biteable<\/a>, the results of using Resolution Bot have been impressive:<\/p>\n

\"Biteable<\/p>\n

4 new features to deliver instant resolutions<\/h2>\n

We\u2019ve given Resolution Bot a lot more than a new name. Here are four brand new features that take automated support to the next level.<\/p>\n

1. Answer customer questions as soon as they start typing<\/h3>\n

These days, the last thing that customers are willing to do is wait around for answers from your support team. In fact, a survey from Aircall found<\/a> that, when it comes to live chat, 49% of customers will navigate away if they don\u2019t see anyone typing within just one minute.<\/p>\n

With Resolution Bot, the wait for answers is over. Resolution Bot speeds up self-service by surfacing relevant answers based on what customers are typing \u2013 before they even hit the enter key. All customers need to do is select the option that best matches their question.<\/p>\n