AI that helps on day one
Help Scout AI adapts to how your team works, so you can serve customers faster without endless implementation.
Instant answers for customers
Handle everyday requests automatically so your team spends less time on repetitive questions and more time where they’re needed most.
Instant clarity for your team
Inbox AI helps agents find the right words and context right in the flow of work.
AI Answers
Powerful from the start. Invaluable as it learns.
1. Add knowledge
Your knowledge base, web sources, and custom instructions guide every reply, so customers get accurate, on-brand responses.
2. Define the experience
You control how, when, and where AI helps customers across your website or in-app.
3. Guide performance
AI Answers learns as it goes, suggesting improvements you can review, tweak, and implement with a click.
Help Scout helps us strike that balance of empowering customers to find answers on their own, while making sure our team is right there when they need us.
Resolving 73%+ of requests — and counting
Companies average a 73.19% resolution rate with AI Answers, with performance increasing month after month. Resolutions are counted when the customer doesn’t escalate, search the knowledge base, or indicate they need more help after a response.
If AI can’t answer a question, customers can escalate to your team with a couple clicks.
Keep spend predictable with monthly caps, or prepay for resolutions to save up to 33%.
Go live with confidence
Run AI Answers through any support scenario to see exactly how it will handle conversations.
Help Scout is SOC 2 Type 2 certified, HIPAA compliant, and never trains AI with your data.
Get insights into resolutions, escalations, and satisfaction ratings to keep a pulse on the customer experience.
Inbox Assistant
All your knowledge, always within reach
Draft accurate replies with a click
Get a head start on any reply with unlimited AI drafting, backed by your sources.
Summarize long threads
Pull critical context from back-and-forth messages to keep conversations moving.
Make fast adjustments
Adjust tone, fix grammar, tighten up long replies, or translate text in seconds.
FAQ
Resolutions are counted when the customer doesn’t escalate, search the knowledge base, or indicate they need more help after AI Answers delivers an answer.
If AI Answers isn’t able to answer the question, your customers can escalate to your support team directly from the conversation. They’ll never hit a dead end or get stuck in a loop.
Yes, AI Answers is clearly labeled as AI for transparency. It is not designed to make your customers think they are talking to a human.
Yes, AI Answers can handle conversations in over 50 languages, including Spanish, French, and many others.
Yes, you can view every conversation customers have with AI Answers directly from Help Scout, regardless of the conversation’s outcome.
No, we never use your data to train the model behind any of Help Scout’s AI features. Visit the AI Policies & Procedures page for more details on our commitment to privacy and transparency.
