What is an AI Assistant?
An AI Assistant is your intelligent virtual team member that handles customer inquiries automatically, provides accurate information from your knowledge base, and knows when to hand off complex issues to your human team. Think of it as a smart, tireless support agent that works around the clock. Unlike simple chatbots with rigid scripts, AI Assistants understand natural language, learn from your business documentation, and provide personalized, context-aware responses to your customers.Key Capabilities
Intelligent Conversation
Your AI Assistant engages customers in natural, helpful conversations:- Understands Intent: Recognizes what customers are really asking for
- Personality & Tone: Configurable behavior that matches your brand voice
- Context-Aware: Remembers conversation history for coherent, multi-turn dialogues
- Multi-Channel: Deploys on your website, mobile apps, and messaging platforms
Knowledge-Powered Responses
Connect your AI Assistant to comprehensive knowledge sources: Internal Knowledge Bases- Upload documents (PDF, DOCX, Markdown, text files)
- Create and manage structured documentation
- Organize content with tags and categories
- Semantic search to find the most relevant information
- Zendesk: Pull from your help center articles
- Freshdesk: Access your knowledge base
- Confluence: Connect to your team wiki
- SharePoint: Integrate enterprise documentation
- Notion: Link your team’s workspace
- Genesys: Sync with your knowledge bases
- Front: Access help center content
- Web Discovery: AI-powered research from specific domains
Smart Handoff & Escalation
Know when to get help from humans: Intelligent Escalation Define criteria for when conversations should be escalated:- Customer explicitly requests a human agent
- Complex issues beyond the AI’s scope
- Sensitive topics requiring human empathy
- After multiple unsuccessful responses
- Specific keywords or situations
- Support Platforms: Zendesk, Freshdesk, Freshservice, Freshchat, Kustomer, Gorgias, Intercom
- CRM Systems: Salesforce, HubSpot
- Communication Tools: Slack (post to channels), Email notifications, Front
- Live Chat: Freshchat, Front, HubSpot Chat
Customer Satisfaction Monitoring
Track how well your AI Assistant is performing:- Real-time CSat Analysis: Continuous monitoring of customer sentiment
- Conversation Categorization: Automatically tag and classify interactions
- Handoff Reason Tracking: Understand why conversations are escalated
- Feedback Collection: Built-in thumbs up/down ratings
Lead Generation & Actions
Go beyond answering questions:- Qualify Leads: Capture and assess customer interest
- Schedule Meetings: Integrate with Calendly and HubSpot Meetings
- Collect Information: Custom forms and data collection
- Present Actions: Show relevant links and resources based on conversation context
- Tag Customers: Automatically categorize leads for follow-up
Safety & Guardrails
Keep conversations on track and appropriate:- Topic Boundaries: Define what the assistant should and shouldn’t discuss
- Automatic Decline: Politely decline inappropriate requests
- Forced Handoff: Escalate after repeated guardrail violations
- Business Hours: Adjust messaging and behavior when your team is offline
Common Use Cases
Customer Support
- Answer frequently asked questions 24/7
- Provide product information and troubleshooting
- Check order status and account information
- Escalate complex issues to human agents
E-Commerce
- Help customers find products
- Answer questions about shipping and returns
- Provide sizing and product recommendations
- Capture leads and schedule consultations
SaaS & Technology
- Onboard new users with guided tutorials
- Answer technical questions from your documentation
- Troubleshoot common issues
- Route bug reports to your engineering team
Healthcare & Professional Services
- Answer general informational questions
- Help with appointment scheduling
- Provide pre-visit instructions
- Route urgent matters to appropriate staff
How It Works
1. Setup Your Assistant
- Define your assistant’s name, personality, and behavior
- Connect to your knowledge bases and integrations
- Configure handoff criteria and escalation rules
- Customize appearance and messaging
2. Train with Your Content
The AI Assistant automatically learns from:- Your knowledge base articles
- Connected help centers and documentation
- Custom instructions and context you provide
- Previous successful interactions
3. Deploy Everywhere
Embed your AI Assistant on:- Your website (customizable chat widget)
- Mobile applications
- Integration with existing chat platforms
- API access for custom implementations
4. Monitor & Improve
Track performance with built-in analytics:- Conversation volume and trends
- Customer satisfaction scores
- Common questions and topics
- Handoff rates and reasons
- Response accuracy
What Makes Our AI Assistants Different?
Context-Aware Intelligence
Understands the full conversation context, not just individual messagesDeep Integrations
Native connections to 20+ popular support and CRM platformsMulti-Source Knowledge
Pulls from multiple knowledge bases simultaneously for comprehensive answersVersion Control
Safely test changes in draft mode before publishing to production. Learn more about version control.Built-in Analytics
Comprehensive dashboards showing performance and customer insightsHighly Customizable
Adapt personality, behavior, and appearance to match your brandDeveloper-Friendly
API access, webhooks, and extensive configuration optionsGetting Started
Ready to deploy your first AI Assistant?- Enable Your Assistant - Step-by-step setup guide
- Connect Your Knowledge Base - Link your existing documentation
- Configure Integrations - Set up handoff to your support tools
- Customize Appearance - Make it match your brand
- Test & Deploy - Try it out before going live