Strong competitor in a crowded space
Use Cases and Deployment Scope
ZVA serves as a customer-facing chatbot on our support website, developer documentation, and within our customer LMS. It leverages both knowledge articles and custom designed workflows to provide self-service information and guidance to our customers, dramatically reducing the number of support cases created with our team. In 2024, ZVA powered 150k+ sessions with a 70% self-service rate.
Pros
- Generative AI answers from existing documentation
- Providing tools for admins to discover and easily create new intents and workflows
- Customizing the experience by campaign, chatbot, workflow, etc. to facilitate curated experiences for customers
Cons
- Add more native components for integrating with data sources such as a CRM
- Methodology for session counts: avoid double counting a session if a user is handed-off between bots.
- Admin UI: there can be a lot of clicks to navigate to the correct area of the dashboard to manage settings
Return on Investment
- 70% self-service for managed interactions
- Estimated $3 million in headcount costs saved
- Admin tools have reduced administrative costs by 50%
Usability
Alternatives Considered
Enterprise Bot Conversational AI Bots (AIDA & AIVA) and Salesforce Einstein Bots
Other Software Used
Salesforce Service Cloud, Talkdesk, Slack
