Reduce support overload and improve product adoption with AI-powered self-help.

Motto: You probably cannot make tours for everything, but you can empower your users with AI self-help that really works for everyone.

Imagine you had a Superman or Wonder Woman member among your support team members. Someone who is never wrong and knows everything about your product (well, at least everything in your support knowledge base). Someone who can answer virtually any relevant user question immediately, 24/7, leaving the rest of the support team free to tackle complex or priority tasks or high-value clients. Meet our new smart feature: AI Search.

AI Search

AI search is the latest enhancement we have introduced to the Product Fruits Knowledge Base and the Life Ring Button in-product help center. Together with the voting feature introduced recently in the Knowledge Base, it will help you, your employees, and your customers and users.

AI Search empowers users to ask questions in natural language (even with typos) and get immediate, precise and actionable answers in the form of comprehensive summary and links to relevant sections of the support knowledge base.

This means users do not have to search or skim through many pages of support content or study comprehensive guides—all they have to do is type their question in the search field of the integrated help center, the Life Ring Button, or in the Knowledge Base of their Product Fruits instance.

Try the AI Seach now in our Knowledge Base. Ask, for example, how to build a feature tour. If you already use Product Fruits, just sign in and try it in the Life Ring Button on the lower right. If you are new to Product Fruits, start your free trial!

^{This is how AI Search works, If you are using Product Fruits, you can easily try it in Life Ring Button.}

It holds that when users get better and faster answers to their product or feature-related questions, they achieve their goals faster, are overall happier, and contact your support less often. Better customer experience is a win for everyone on your team—from sales and CSM through marketing to product managers.

Meet our AI Search powered in-app self help

That is why we believe the availability of AI search in the Life Ring Button is essential – and we strongly recommend enabling this feature if you are using Product Fruits, as users do not have to navigate away from the page they are on when they need help or support. The Life Ring button also hosts other valuable features, like newsfeed – an excellent tool for keeping your users or customers updated about new features, product improvements, and other product-related news. Read more about this in our customer stories focused on user retention and customer engagement.

^{Short video introducing the Product Fruits Life Ring Button integrated help.}

^{AI Search can work both in-app or in your Product Fruits Knowledge Base.}

Ask in natural language, any language

As we already mentioned, AI Search lets you ask questions in natural language – and even with some typos. And you can use virtually any language – it automatically detects it (you may be asked about language in case of uncertainty with very short questions) and provides the AI summary answer in the same language (links to the knowledge base lead to original articles/pages you have stored there).

Product Fruits AI Search various languages — *^{Our AI Search works in almost any language. Try it in our}*^{online Knowledge Base.}

Ask AI Seach questions in various languages – French, German, Spanish, (and many more) you or your customers might be using. AI search will automatically provide the summary answer in the language of the question and links to articles in Product Fruits Knowledge Base (in their original language)

Small but game changing: AI Search, customer feedback, and voting

Customer feedback on AI search answers and voting on the quality of knowledge base articles we introduced earlier are perfect tools for continuously improving the quality of your support content (knowledge base) and can inspire product improvements.

A good knowledge base solves user problems with reliable, up-to-date information, offers 24/7 self-service, educates on product use, and eases the journey to the “Aha” moment. It cuts support costs by reducing repetitive queries and builds loyalty by providing valuable content.

Data from user voting can also be used to monitor typical pain points in user workflows you may want to address with product or feature tours – or in the product itself.

While the AI search and user or customer feedback and voting on its results, and knowledge base content may seem like minor updates, they’re a game changer for your company’s support content strategy. They fundamentally transform how you approach content mapping by focusing on what’s needed from the user’s perspective.

Product Fruits AI Search votimg — *^{Users can vote on AI search summary and individual Knowledge Base articles.}*

A goldmine for better quality support

Advanced AI Search functionality combined with voting and analytics is a goldmine for improving and expanding your Product Fruits Knowledge Base. It helps you identify gaps in your existing content and prioritize new topics that are frequently searched. This ensures your support content evolves in the right way, helping users solve frequent issues and address unmet answers.

Better self-help content is an efficient and effective way to lower the number of support tickets and overall support overload. Your support staff can then focus on more complex tasks, high-margin clients, or other activities that improve user satisfaction.

How does the magic of AI search work?

Since we wanted an early coffee break while working on this, we have asked AI Search itself. This is what we got back to our question on how does AI search in Knowledge Base work:

Summary by AI Search itself

AI Search in our system is designed to enhance user experience by providing advanced search capabilities. Here’s how it works:

Fuzzy Searches and Complex Queries: Users can input a word, question, or full sentence. The system is capable of handling fuzzy searches, which means it can effectively manage typos and complex queries.
AI Summary Feature: Available for Boost plans and above, this feature analyzes user queries within the Knowledge Base and generates a concise summary of the answer. It reduces the need for users to go through multiple articles, allowing them to access the necessary information quickly.
Error Tolerance: The system is robust against misspellings, ensuring that search results remain accurate even if the search phrase contains typos.
Feedback Mechanism: Users can vote on the quality of the AI-generated summary with a thumbs-up or thumbs-down. Feedback can be provided to specify why a summary may not have been helpful, which is valuable for improving Knowledge Base articles.
Analytics: You can access detailed analytics which includes data on search keywords, their frequency, and user feedback.
Life Ring Button (LRB): The AI search is integrated with the Life Ring Button, allowing users to receive AI-generated summaries and relevant articles directly within the LRB interface.

By leveraging these advanced features, AI Search helps users find relevant information efficiently and effectively and improve the quality of your support materials and its output over time.

Links to knowledge base

AI Search also provided some related results in the knowledge base, the best one in the first spot, of course – so if you want to learn more (all) about it, read it yourself:

AI search is enabled by default. This means that once you enable the knowledge base in your Product Fruits instance and populate it with support content, AI search will handle any query or search in the knowledge base or search window in our integrated help center, the Life Ring Button.

For those on a boost plan, AI search will provide answers with an AI summary – a quick and comprehensive way to understand the topic and links to relevant knowledge base content. AI search works on lower plans, too, but it will only provide the knowledge base links (no summary). If needed, you can also disable the AI search feature.

Is there life on Mars?… AI Search prerequisites and limitations

As was already pointed out, AI search uses Product Fruits knowledge base feature – and the content you have populated it with, to find and summarize the right answers. This means it can be only as good as the content you have placed in the PF knowledge base – the more and better quality support articles you upload, the better its answers and summaries will be. The upside is that it works automatically. You do not have to set up any extra APIs or do any GPT model training.

You can write your questions to Product Fruits AI search as a search phrase in your natural language and even in your native language, as we already suggested. AI Search will understand and answer in it. However, AI Search is not a conversational interface (a chatbot). You can try to ask again with different wording to get more details, but you will not have an ongoing conversation. This means you can return quickly to work on those tours, pop-ups, banners, and other user onboarding and adoption content.

Another step on our AI journey

While really powerful, AI search is “just” one more step on our artificial intelligence journey, which started over a year ago with support for AI-generated content and then evolved with AI feature tour builder and AI for in-app communication content.

If you want to learn more about our next steps and future AI plans, join a webinar with our Head of Product, Martin Fišera on 21st January 8AM PST / 5PM CET