Unlike AI tools like ChatGPT or Gemini, which are trained on public information, AI Agent specifically works with your data. Its first layer of support is your Help Center, a database of articles about your products and policies.
Here’s a great example of a Help Center from Dr. Bronner’s:
You’ll notice that on top of powering AI Agent, the Help Center provides a great library of helpful content — while not AI, this content is great at letting customers resolve their own questions without relying solely on your team!
Also, the Flows you built in Chapter 2 of this playbook can be deployed on your Help Center to give customers another place for these convenient FAQs. You can even choose different Flows to display here. Many brands put Flows with pre-sales questions in Chat, and save troubleshooting and other post-sales Flows for the Help Center!
Now, here are some best practices for your Help Center to power AI Agent:
Ideally, customers should find answers with just one click. You can achieve this by publishing articles that answer your customers’ top concerns. For most brands, this includes:
The templates inside Gorgias are built to address the most common questions. We highly recommend using these templates to guide you through the process of creating a Help Center.
As an online business, your information constantly changes, including policies, product updates, and brand revamps. Review older articles, particularly those over a year old, to ensure the information is still accurate.
Here are the most important elements to update:
If your articles point to other web pages, you’ll want to make sure the right texts are hyperlinked, and the links do not lead to 404 pages.
Some important links to include:
💡 Pro Tip: Avoid including statements in your articles like, “To resolve this issue, contact us at [email]” as this confuses the AI Agent.
Ensure your articles are published so AI Agent can learn from them. Whether the article is Unlisted or Public, you must take them out of Draft mode. An article left in Draft mode remains invisible to AI Agent. To confirm that your article is published, check the top right corner of the editor to ensure the article is “Published” and not “Unsaved.”
That said, if you’re not ready to share your Help Center with customers, you don’t need to publish the Help Center itself.
🔗 Related: How to boost your Help Center’s visibility
If you don’t currently have a Help Center, you can set one up and start filling it with articles within a couple of hours. Below are three strategies that will let you create the most comprehensive Help Center, fast.
When you create a Help Center on Gorgias, you can access the AI Library. The AI-generated articles are based on your past conversations with customers and their concerns. You can edit them to suit your brand voice and policies.
🔗 Related: Our AI Library Help Doc
Accelerate the setup of your Help Center by using pre-written article templates. These templates cover common customer inquiries and ensure consistency in response quality and format.
Gorgias offers six ready-to-use Help Center article templates that cover essential topics. These templates enable you to quickly establish a strong database without wasting agents’ time.
Take stock of your existing content, such as FAQs, product guides, and blog posts. Convert this content into Help Center articles and properly categorize them based on the topic for seamless user navigation.
💡 Pro Tip: AI Agent can also learn information from your web pages. Go to Automate > AI Agent > Public URL sources to sync key web pages like sizing guides, blog posts, and more. While this can be a convenient option, we recommend using Help Center because it offers a powerful self-service resource for your customers, in addition to AI Agent.
