Google elevates customer service with an AI-driven support tool
Since its establishment in 2011, Google has been on a continuous journey to infuse AI into its products, progressing from the inception of DeepMind to the development of influential language models like Bard and Gemini. The latest beneficiaries of this AI integration are the Pixel 8 and Pixel 8 Pro, boasting cutting-edge generative AI features, especially in the camera realm.
In a subtle yet impactful move, the tech giant has now extended its AI reach to support pages, enhancing user assistance. As reported by 9to5Google, Google has quietly introduced an AI-powered assistant on select Google Help pages, currently catering to Maps, Play Store, Messages, and Account support.
Upon landing on one of these support pages, a user-friendly "Need help?" icon emerges in the bottom-right corner. A simple click on this icon initiates a conversation with the AI support assistant.
The assistant starts by offering a set of automatically generated queries pertinent to the specific support page. Users can click on these queries to access detailed solutions and links to relevant blog posts.
Should the pre-made suggestions fall short, users have the freedom to pose direct and specific questions. Upon receiving an answer, users can express satisfaction or dissatisfaction by giving it a thumbs-up or thumbs-down, allowing the system to gauge helpfulness. Additionally, users can delve into the supporting documents for more in-depth clarification.
Acknowledging that the AI support assistant is a work in progress, Google admits that occasional inaccuracies may occur. The company emphasizes that "human reviewers may process your help guide conversations for quality purposes."
While the concept of an AI support assistant isn't groundbreaking, given the prevalence of AI chatbots in various online platforms, Google's decision to integrate it across all its products signals a commitment to improving user experiences and accessibility.