Customer Support AI: Frequently Asked Questions (FAQ)

Introducing Our New AI-Powered Support Feature!

To help you access the information you need more quickly, we're introducing an AI assistant into our support process. This feature will automatically create an initial comment on your support tickets, summarizing your request and providing relevant troubleshooting steps or documentation whenever possible.

This helps our support agents by giving them a head start on your issue, and it helps you by getting you a potential solution or a clear next step in less time. If the AI's response doesn't solve your issue, don't worry—a human agent will still be there to help.

Frequently Asked Questions (FAQ)

What is the purpose of this AI-generated comment?

The AI-generated comment is designed to provide you with a quick, initial response to your support request. It summarizes your issue and provides relevant information from our knowledge base and product documentation. This helps us get you the information you need and helps our agents work more efficiently.

Is this a chatbot?

No, it's not a chatbot you interact with in real-time. Our AI assistant works in the background. It analyzes the information in your ticket—the subject, body, and other relevant fields—and then generates a single, comprehensive comment to kickstart the support process.

How does the AI get its information? What are its sources?

The AI uses information exclusively from our official knowledge base and product documentation. It does not use any external sources or search the wider internet. The goal is to provide you with the most accurate and up-to-date information specific to our products.

Does the AI use my personal data?

No. The AI assistant reviews the details of your support ticket to understand the issue. Any personal information you include in the subject or body of the request will not be stored, used for AI training, or shared with other customers.

What if the AI's comment doesn't solve my problem?

Our goal is to get you a solution as quickly as possible. If the AI-generated comment doesn't resolve your issue, please reply to the ticket to let us know, and a support agent will provide further assistance during business hours, Monday through Friday, 9 am - 5 pm Eastern Time. You can check the Support Scope and Hours here.

How can I tell if a response is from a human or the AI?

The AI's comment will begin with the following disclaimer: "Please note: This is an automated response generated by our AI assistant to provide initial guidance and gather necessary information quickly." A response from a human agent will not include this label and will come directly from a member of our support team.