AnsweriQ
AnsweriQ Inc. (acquired by Freshworks) · Marketing
AnsweriQ is an AI customer service platform that answers routine tickets without an agent and automates repetitive support tasks for agents. Freshworks acquired it in 2020.
About AnsweriQ
What Is AnsweriQ
AnsweriQ Inc. built machine learning tools for customer support teams that wanted to cut ticket volume without hiring more agents. The platform read historical tickets and agent actions, then used those patterns to answer common questions automatically and to suggest the next best step during a live case.
The product came in two halves. Self-service AI handled incoming questions before an agent ever saw them, a setup the company called Zero Contact Resolution. Agent AI, sold as RoboAssist, ran multi-step tasks such as cancellations, refunds, and address changes through a mix of AI and RPA.
Freshworks bought AnsweriQ in February 2020 and folded its models into Freddy, the Freshworks AI engine. AnsweriQ customers included 2K Games, Freshly, and SeatGeek. The answeriq.com site is still online, but new deployments now run through the Freshworks stack, which matters if you're evaluating the tool today.
Getting Started
- Request a demo through answeriq.com or talk to Freshworks about the current version of the technology.
- Connect your helpdesk. The platform was built around Zendesk and Salesforce, so ticket history and agent actions flow in from those systems.
- Let the models train on past conversations. AnsweriQ looked for repeated questions, strong macro candidates, and routing patterns.
- Review the suggested answers and automation flows before anything goes live. A human still approves what customers see.
- Track deflection rate and average handle time after launch, then widen the scope to more ticket types.
Product Information
A quick look at AnsweriQ's pricing, supported platforms, and performance.
Best for
The users, tasks, and scenarios where this tool fits best.
Users
- Enterprise support leaders
- Support agents handling repetitive requests
- CX analysts
Tasks
- Deflecting routine questions
- Automating back-office steps
- Triage and routing
Scenarios
- Seasonal spikes in contact volume
- Multi-channel support
- Teams already on Zendesk or Salesforce
Key features
Zero Contact Resolution
AnsweriQ's self-service AI answers customer questions in real time and closes the case without an agent. It pulls from past tickets and knowledge content, so the replies match how your team already talks. The goal is fewer contacts overall, not faster handoffs.
Agent Assist With Suggested Replies
During a live case, the platform surfaces the macro or knowledge article most likely to fit. Agents accept, edit, or ignore the suggestion. This is the least risky way to start with ai customer service automation, because a person still sends every message.
RoboAssist Process Automation
RoboAssist combines AI with RPA to run multi-step support tasks end to end. Freshly used it for order changes and cancellations, cutting handling time from about six minutes to roughly 30 seconds according to Freshworks. That kind of rpa for customer support work saves time on the tasks agents like least.
Ticket Triage and Routing
The models classify incoming cases and recommend a queue, priority, and owner. Misrouted tickets are a quiet drain on support teams, and this feature targets that directly. Routing suggestions come with a report so managers can see where the rules fail.
Learning From Historical Tickets
AnsweriQ studied resolved conversations to find repeat questions and strong macro candidates. It then produced reports on what to automate next. The output is only as good as your ticket history, which is why clean, well-tagged data matters before rollout.
Zendesk and Salesforce Integrations
The platform plugged into Zendesk and Salesforce, so answers appeared inside the tools agents already used. Setup was measured in weeks rather than quarters for smaller rollouts, according to vendor material. Teams on other helpdesks had fewer options.
Pros and cons
Pros
- Covers both sides of support work: customer-facing self-service and agent-side automation.
- Learns from existing ticket data instead of demanding a separate knowledge base project.
- RoboAssist handles complete processes, not just suggested text, which is rare among agent assist tools.
- Native Zendesk and Salesforce integrations keep agents in their current workspace.
- Public case studies report large handle-time cuts on cancellation and order-change flows.
Cons
- No public price list. AnsweriQ pricing was quote based, so you can't estimate cost without a sales call.
- No free plan or self-serve trial, which makes testing harder for small teams.
- The API isn't publicly documented, so custom integrations depend on vendor support.
- The standalone product no longer has its own roadmap after the Freshworks acquisition, and buyers now evaluate Freddy instead.
Frequently asked questions
AnsweriQ automates customer service work. It answers routine questions through self-service AI and runs repetitive agent tasks such as refunds and cancellations through RoboAssist.
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