AnswerIQ

AnswerIQ is an AI and robotic process automation (RPA) platform built to automate customer service case handling. It splits automation into two tracks: self-service tools that resolve customer issues without agent involvement, and agent-facing tools that speed up human handling of remaining cases. On the self-service side, a Deflection Bot resolves chat-based questions, Self Assist surfaces relevant content for web-form inquiries, and Auto Response drafts replies to email cases. On the agent side, Robo Assist automates repetitive one-click processes such as order lookups, cancellations, invoicing, and refunds, Agent Assist recommends solutions to support staff, and Auto Triage automatically classifies and routes incoming cases. The platform integrates with Zendesk across email, chat, and phone channels, and lists customers including BarkBox, Freshly, SeatGeek, 2K Games, Avalara, Expedia, and 99designs. AnswerIQ was founded in 2016 and was acquired by Freshworks in 2020, where it now complements Freshworks' Freddy AI engine for enterprise customer support automation. AnswerIQ is aimed at customer service teams at mid-size and large companies looking to cut ticket volume and handle time rather than individual consumers, and its published results rely on the company's own case studies rather than independent benchmarks.