What is the chatbot?
The Store HelpCenter chatbot is your digital assistant designed to provide quick support and guidance when you need it most.
It’s not here to replace the IT Support team - it’s here to work alongside us, handling the simpler, repetitive questions so that we can focus on solving the more complex issues.
Think of it as your first point of contact: the chatbot can give you instant answers, guide you to helpful resources, and, when needed, seamlessly connect you to a human agent.
How does it work?
When you start a conversation in the HelpCenter, the chatbot will greet you and try to assist:
It analyzes your question and matches it with information from our Knowledge Base.
If an answer exists, it will present it directly or share the relevant guide/article.
If the chatbot can't answer your question, you will get the possibility to be transferred to your IT support after filling out your name, email and department. This transfer happens along with the context you already shared - so you don’t need to repeat yourself.
This ensures faster, smoother support every time you reach out.
What can it do for you?
The chatbot is packed with useful features:
Instant knowledge: It pulls answers directly from our Knowledge Base to provide quick solutions.
Multi-language support: Write in your own language, and the chatbot will handle translation.
Queue updates: If all agents are busy, the bot will keep you informed about wait times.
24/7 availability: Even outside IT-support opening hours, the bot can guide you to self-service options and articles.
Seamless escalation: If the bot can’t solve your issue, it will transfer you to a human agent without losing your conversation history.
What stays the same?
Even with a digital assistant in place, nothing changes about your access to support:
You can always call or email us as usual.
Real people in IT Support are still available when you need them.
The chatbot is an addition, not a replacement - a shortcut, not a barrier.
How should you use it?
Start by asking your question in chat, just as you normally would.
Let the bot guide you - if it doesn’t get it right, you’ll be connected to IT Support.
Use the suggested articles for self-service whenever possible - this often resolves issues faster.
Don’t hesitate to give feedback if an answer wasn’t helpful. The more you use the bot, the smarter it becomes.
Why this matters
The chatbot makes your workday easier by:
Reducing waiting times.
Giving you immediate access to instructions and how-to guides.
Helping IT Support handle cases more efficiently.
Ensuring that no matter how you contact us - phone, email, or chat - everything is tracked in one connected system.
To sum up the chatbot is your digital sidekick - fast, helpful, and always ready. And behind it, your IT Support team is here as always, making sure you get the best possible help.
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