Help center
Also called Help desk articles, Support center
A help center is a section of a website, or a separate site, that collects support articles, guides and answers to common questions, usually organized by topic and searchable. Customers use it to solve problems themselves, and support teams link to its articles when replying, so the same answers stay consistent.
Example
help.example.com with categories for Getting started, Billing and Troubleshooting, each holding a dozen how-to articles.
Why it matters for a website chatbot
A help center is the best training material a chatbot can have: focused, factual and kept up to date. ChatBento can learn a whole help center from its address and answers with links back to the articles it used.
See it in practice: Docs and help-center search
Related terms
- Knowledge baseA knowledge base is an organized collection of information, such as help articles, policies, product details and answers to common questions, that people or software can search. In AI chatbots, the knowledge base is the content the chatbot is allowed to answer from, usually built from a company's website, documents and written Q&As.
- Self-serviceSelf-service in customer support means giving customers the tools to find answers and solve problems on their own, without contacting staff. Common examples are help centers, FAQ pages, community forums, account portals and chatbots. Many customers prefer it for simple questions because it's available at any hour and needs no waiting.
- FAQ pageAn FAQ page lists frequently asked questions about a business, product or topic, each followed by a short answer. It lets visitors find common answers without contacting anyone, and clear question-and-answer formatting also makes the content easy for search engines and AI answer engines to understand and quote.
- Vector searchVector search finds items whose embeddings are closest to the embedding of a query, so results match by meaning rather than by exact words. The embeddings are stored in a vector index or vector database built to find the nearest matches quickly, even across millions of items.