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How the AI support assistant works
The assistant searches published help articles, cites approved content when possible, and can create a human ticket when your question is not covered.
The in-product support assistant is designed to answer from the same help articles you can read in the help center. It matches your message to those articles in near real time and returns a short answer with pointers to the full guides when useful.
The assistant is not a substitute for legal, financial, or security determinations. For contract terms, program eligibility, or account disputes, a human on the support team is the right path; you can ask the assistant to open a ticket for you in those cases.
If our knowledge base has no good match, you may be offered a support ticket so an agent can follow up. That helps the team add or improve articles over time, which benefits the next person with a similar question.
If your organization does not have OpenAI features enabled, you may get answers built only from article search without a full large-language follow-up, but you still get working links to help pages.