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Discussion on: How We Tried to Chatbot Our Way out of a Support Crisis

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Daniel Favand • Edited on

Thanks for this writeup! As a generally "tech-savvy" user, I've disliked automated responses redirecting me to support docs 'cause generally I've already looked there and either couldn't find the info or there's something actually wrong. I've been curious if it really helped the support team or not.

You're right, highly structured documentation is incredibly valuable. Searching on documentation is generally as bad as a chat not because it often surfaces out-of-date or irrelevant information. If your documentation is badly organised or primarily search-based, I'm much less likely to trust that I've actually exhausted all the options and more likely to go straight to your direct support channels, skipping the docs altogether.