A customer support knowledge base that answers in the chat
Answer repeat support questions from your own help docs and policies, open a ticket when something needs your team, and hand the chat to a person during your working hours.
Your answers are written. Customers still wait for them.
Most support questions already have an answer somewhere in your help center. The problem is getting it to the customer.
The same five questions, all day
Shipping times, return windows, password resets. The answers are already written, and your team still types them out again.
Help articles nobody finds
Customers don't search your help center. They open the chat and ask, then wait for someone to paste the link.
Evenings and weekends
Questions keep coming after hours. Covering them with people gets expensive, and leaving them gets customers to shop elsewhere.
Menu bots vs an AI agent
A menu bot makes customers fit your buttons. An agent that reads your knowledge base answers the question they actually asked.
Button-menu bots
- ● "I didn't understand that. Please click a button."
- ● Relies on keywords and rigid decision scripts.
- ● Sends customers round the same menu until they give up.
ZynfoAI agent
- ● Understands longer, multi-part questions.
- ● Answers from your help articles and links the one it used.
- ● Hands the chat to a person when asked, during your working hours.
What your customers get from it
What the agent does, and how your team stays in charge.
Answers with sources
Each answer can show 1 to 3 source links, so customers and your team can check where it came from.
Answers only from your content
The agent answers from your help center pages, PDFs and Google Docs. If a question isn't covered, it sends your fallback message instead of guessing.
Human handoff
When a customer asks for a person, a teammate claims the chat in the shared Inbox with the full conversation. Outside your working hours, they see your offline message.
Website and WhatsApp
Add the chat widget to your website with one script tag, and connect the WhatsApp Business API. Every conversation lands in one Inbox.
Tickets in your help desk
When an issue needs follow-up, the agent opens a ticket with the customer's details, and your team can sync it to Freshdesk.
Know which article to write next
Unanswered Questions and Trending Topics on the dashboard show what customers ask that your knowledge base doesn't cover yet.
Works with your support tools
Start with the questions you answered this week
Open your last fifty chats or tickets and sort them by question. Order status, returns, delivery times and account access usually fill the top of the list. Check that each one has a current written answer, then add those pages and files as sources. The AI knowledge base guide covers every source type and how answers link back to them.
Test the agent in the Playground with the real wording customers use, typos included. Write a fallback message that says what happens next, such as "I'll pass this to our team, who reply within working hours". Then publish on your website and, if your customers message you there, on WhatsApp through the WhatsApp Business Platform. Our WhatsApp AI chatbot guide covers that channel in detail.
After the first week, read Unanswered Questions. Each item is either a missing article or an article worded so differently from how customers ask that it isn't found. Fix the article, click Resync, and the next customer gets the answer. When a question needs a person, the chatbot to human handoff passes the chat to your team with the history attached. More on the whole set-up in our AI knowledge base software overview.
FAQ
Frequently asked questions
Everything you need to know about setting up and using ZynfoAI.
What is a customer support knowledge base?
It's the written answers your team relies on: help articles, return and shipping policies, setup guides and price lists. With ZynfoAI, the same content answers customers directly in the chat, with a link to the article it used.
Do I need to rewrite my help center first?
No. Add your help center pages through the website crawler, upload PDF, Word or Excel files, or pick Google Docs and Sheets. Fix the articles that Unanswered Questions shows are missing or unclear as you go.
What happens when the answer isn't in the knowledge base?
The agent sends your fallback message instead of guessing. If the customer asks for a person, a teammate claims the chat in the shared Inbox during your working hours. Outside them, the customer sees your offline message.
Can it create tickets in our help desk?
Yes. When an issue needs follow-up, the agent opens a ticket with the customer's details, and your team can sync it to Freshdesk. Customers can also ask for the status of an existing ticket.
Does it need a developer to set up?
No. You add sources in the dashboard, test answers in the Playground, then paste one script tag on your website. WhatsApp connects through Meta's Embedded Signup.
Let ZynfoAI take the first reply.
Answers on your website and WhatsApp from your own content, with your team one click away. Free for 7 days, then $99/month.