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Overview

Help.center is a customer support solution leveraging artificial intelligence to offer robust knowledge base services. It empowers businesses to provide instant responses to their customers' inquiries, improving customer satisfaction.

It hosts features such as AI search and a chat widget, both geared towards increasing the speed and efficiency of customer interactions. The platform allows a business to launch a personal 'help.center' website, where customers can use the AI-enabled services.

It also accommodates the deployment of an AI chat widget on the business's primary website, delivering assistance in a conversational format. Help.center is not just directed to cater to customer queries but also reduces the number of support tickets by making use of artificial intelligence functionality, thus streamlining the issue-resolution process and saving resources.

In addition, users can import existing knowledge into the platform, and it can be easily used in tandem with established customer interaction tools, providing multilingual support for seamless assistance.

The AI component of Help.center learns with each addition or modification of an article, maximizing its effectiveness with use over time. The platform is secure and trusted by a wide array of companies, affirming its versatility and user-friendly interface.

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May 11, 2023

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Pros and Cons

Pros

Instant customer support

Efficient issue resolution

Resource saving capabilities

Multilingual support

Easy-to-use article editor

Import articles from Intercom, Zendesk

100% free during beta period

Reduces support ticket volume

24/7 Support

Increases customer satisfaction

Provides self-help options

Provision of personalized '.help.center' website

Secure and trusted platform

User-friendly interface

Import existing knowledge base

Seamless assistance with established tools

Reduction in support tickets

Streamlining issue resolution

Real-time customer support

Import Intercom, Freshdesk, Zendesk articles

Provision for 24x7 support

Easy escalation to email ticket

Productivity-optimized keyboard shorts

Custom domain setup

Adaptive to external website content

Data hosted in AWS EU region

Professional & automated help center

Mobile and SEO friendly

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Cons

Unclear data security

Limited training data

Potential language processing limitations

No mentioned integrations except Zendesk, Intercom

Unclear chatbot customization

Limited to text-based communication

Potential accuracy issues

Unclear reporting capabilities

No mentioned scalability

Price after beta period

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Q&A

What is the main purpose of Help.Center?

The main purpose of Help.Center is to provide a knowledge base solution for businesses that allows them to offer instant responses to their customer inquiries. This is achieved through the use of advanced AI-based chat and search functionality which can be deployed on a company website or standalone help center website. Key benefits include reducing the volume of support tickets, providing efficient 24/7 support, and enabling customers to resolve their issues instantly.

How does the AI component of Help.center work?

Help.Center's AI component, powered by OpenAI's ChatGPT, learns and enhances its effectiveness with each new or modified article added to the help center. This machine learning process enables Help.Center to offer accurate and efficient responses to customer inquiries over time.

Can I create a website with AI abilities using Help.center?

Yes, with Help.Center, businesses can create a standalone website with AI search capabilities. The website will also have an AI chat widget that directly serves the customers by answering their inquiries promptly.

What AI models does Help.center use?

Help.center uses the advanced AI model known as GPT-4. Developed by OpenAI, GPT-4 is responsible for the platform's knowledge base and learning capabilities.

How does Help.center increase the accuracy of responses over time?

Help.Center utilizes a machine learning process where it improves the accuracy of its responses by learning from each new article or modifications made to existing articles. This learning process helps it to automatically update its knowledge and generate more precise responses over time.

How does the multilingual support of Help.center function?

Help.Center offers multilingual support, effectively allowing businesses to provide customer service in multiple languages. No matter the customer's language, they can receive the same level of support, providing a seamless customer service experience on a global scale.

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Can company articles be imported into Help.center?

Yes, it is possible to import articles from other systems directly into the Help.Center knowledge base. This ability extends the versatility and convenience of the platform.

From which platforms can Help.center import articles?

Help.Center can import articles from several popular customer service platforms, including Intercom, Crisp, Zendesk, and Freshdesk.

Is there a cost associate with using Help.Center?

Currently, Help.Center is free of charge. However, it's specified that, following the beta testing period, there are plans to introduce a nominal usage fee.

Will Help.center remain a free service?

Although Help.Center is free to use in its beta period, they have planned to introduce a fee for usage after the mentioned timeframe. The exact details of the pricing aren't specified.

How can making use of Help.center reduce support ticket volumes?

Help.Center significantly reduces support ticket volumes by enabling customers to resolve their queries instantly using AI-powered search and chat tools. It also assists in deflecting repetitive inquiries, letting companies concentrate on more pressing or unique customer incidents.

Is it possible to provide support 24/7 with Help.center?

Yes, Help.Center makes it possible to offer continuous customer service 24/7. Its AI-backed functionalities keep the system operational even during off-business hours, when live agents aren't available.

Can customers resolve issues by themselves using Help.center?

Yes, customers can resolve their issues instantly using Help.center. They can accomplish this by leveraging the AI-powered search and chat functions, which provide immediate responses from the knowledge base.

How does Help.center help in saving resources?

Help.Center saves resources by deflecting repetitive customer support tickets and drastically reducing response resolution time. This result is achieved via its AI functionalities that automatically address customer inquiries with highly relevant responses.

Can I deploy an AI chat widget using Help.center?

Yes, businesses can deploy an AI chat widget using Help.Center. This chat widget can be integrated into their main website, facilitating realistic, conversational format customer interactions swiftly and efficiently.

How do the AI search capabilities of Help.center benefit a company?

The AI search capabilities of Help.Center benefit a company by providing an organized, streamlined system for addressing customer queries. It enhances customer service efficiency and helps to maintain high levels of customer satisfaction.

Is the system secure?

Help.Center ensures secure operations with its infrastructure hosted by AWS in the EU region. The platform is trusted by many companies; however, be aware that data may be processed outside of the EU when using OpenAI's ChatGPT.

Is there an article editor available on Help.center?

Help.Center provides an easy-to-use article editor, making it simple for companies to create and edit their support articles.

How user-friendly is the Help.center interface?

Help.Center is described as user-friendly, with a clean design and no unnecessary clutter. This usability extends to both the back-end administration of the service and the presented customer interfaces like the knowledge base and chat widget.

How versatile is the Help.center platform?

Help.Center is a highly versatile platform, capable of learning from and integrating with a variety of sources, including external websites. It can also handle multiple languages and can be deployed as standalone websites or widgets on existing websites.

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