Helper is an AI-powered customer support assistant designed to help customers help themselves. It guides users and resolves issues before they escalate into tickets, aiming to provide fast and accurate support. It is an open-source alternative to FreshDesk, Zendesk, Crisp, and Telecom.
Key Features:
- Guided Assistance: Shows customers how to resolve issues instead of just telling them.
- Cited Answers: Backs up its answers with snippets from help documentation.
- Automated Tools: Handles common requests automatically, reducing the need for human agents.
- Website Knowledge Sync: Automatically syncs with website content to keep information consistent.
- Knowledge Bank: Allows agents to add answers on the fly.
- Smart Escalation: Escalates complex issues to human agents when necessary.
- Slack Integration: Notifies agents in Slack about high-priority issues and provides context with
@helper commands.
- Comprehensive Analytics: Tracks the impact on support operations, including response times and customer sentiment.
Use Cases:
- Reducing support ticket volume by resolving common issues automatically.
- Improving customer satisfaction by providing fast and accurate answers.
- Freeing up human agents to focus on more complex issues.
- Ensuring consistent information across all support channels.
- Providing support for VIP customers with priority notifications.
