Overview
The AI assistant is a chat feature in your help widget that answers customer questions using your knowledge base content. Instead of browsing articles, users type questions in natural language and receive instant answers with citations to relevant articles.
The AI assistant synthesizes information from your articles and collections to provide personalized responses in real-time.
How it works
When a user opens your widget and navigates to the chat tab, they can type questions like "How do I reset my password?" The AI assistant:
Searches your knowledge base
Responds to the user with clickable citations
Users can provide feedback on each response using thumbs up/down buttons. If the AI can't find sufficient information, it prompts users to contact support directly.
Benefits
Reduce support tickets
Self-service answers resolve common questions before users contact support, freeing your team for complex issues.
Faster resolutions
Real-time streaming responses feel instant compared to browsing multiple articles or waiting for email support.
Better content insights
Analytics show which questions generate positive or negative feedback, helping you prioritize content updates.
The AI assistant requires at least one published article to function effectively. Empty knowledge bases will result in "none" coverage responses.
Related resources
Configure widget settings – Customize other widget features alongside AI answers
Self-Service widget overview – Learn how to embed the widget on your site