# FAQ answer matching and routing

Matches visitor question to FAQ answer using semantic similarity and keyword matching, routing to best match or escalating.

Grade: A — A clean typed decision \(yes/no, a pick from a list, or a level on a scale\) that is concrete, repeats routinely, and has meaningful value.. Score: 5.09.

Vertical: Cross-industry.

Function: Support & CX.

Status: Seen in the wild.

Volume: high.

Value: meaningful.

Risk: moderate.

Evidence: described plan.

Flags: None.

- [Source](https://support.zendesk.com/hc/en-us/articles/4965031536794)
- [Vertical](/verticals/cross_industry/)
- [Function](/functions/support_cx/)
- [Sentiment-based alert system](/use-cases/sentiment-based-alert-system/)
- [Churn risk prediction](/use-cases/churn-risk-prediction/)
- [Client sentiment risk](/use-cases/client-sentiment-risk/)
- [Detect PII or secrets pasted into support tickets](/use-cases/detect-pii-or-secrets-pasted-into-support-tickets/)
- [Is this agent draft reply safe to send](/use-cases/is-this-agent-draft-reply-safe-to-send/)
- [Customer satisfaction measurement](/use-cases/customer-satisfaction-measurement/)