Conversation AI: Automating support with help documentation

TL;DR

Conversation AI is designed to handle support tickets using existing help documentation. It sets up fast.

Who this affects

HighLevel has not confirmed who this affects. HighLevel has not confirmed specific plan levels or sub-account setups required.

What changed

Conversation AI is built to handle tickets that require an answer from existing help documentation. The setup for Conversation AI takes minutes. Prompting is a key factor in the quality of Conversation AI performance. The Summer of AI closes August 31.

Where to find it

HighLevel has not published the location yet. This feature will likely be found within the AI settings or conversation management sections of a sub-account or agency account.

How agencies will use this

An agency owner can deploy Conversation AI within a client's sub-account to manage common support inquiries. For instance, if a client frequently receives questions about their return policy, which is documented in their help center, the agency can configure Conversation AI to pull answers directly from that documentation. This offloads repetitive tasks from human agents, allowing them to focus on more complex issues. The agency would likely connect this to a Live Chat widget or a messaging channel within the sub-account.

Our take

This is a standard update. Conversation AI offers a way to automate basic support tasks, particularly for frequently asked questions. The emphasis on quick setup and effective prompting suggests that its utility will depend heavily on the quality of existing help documentation and the agency's ability to craft effective prompts. HighLevel has not provided specific details on who this affects, where to find it, or any limitations, so its immediate impact on most agencies is unclear.