Embrace and share your know-how.

Centralized knowledge base & intelligent search engine that empowers agents and improves self-service experience.

Channels

Web/Web mobile Interaction Window

Install Help on your website and save your customers the discomfort of interacting in a pop-up. It’s responsive, it automatically adapts to mobile devices. Help supports multimedia and actions like cobrowsing.

Intention recognition and natural conversation

Search engine with natural language

The search engine understands natural language, intentions and equivalent meanings. It identifies spelling errors, recognizes misspelled words, different ways of saying the same and regionalisms.

Smart SEO

Uses machine learning to increase search engine positioning and create SEO optimized sites.

Multilanguage

Attend your customers in English, Portuguese and Spanish.

Natural dialogue understanding

Forget about considering multiple ways of asking, jargon, grammatical errors and other language deformations. Help understands the intent behind each interaction.

Base of Equivalent Meanings

Help has the largest proprietary base of different ways of expressing the same meaning, including words and compound concepts. Machine learning technologies make the base evolve with every interaction.

Regionalisms

Help detects local terms, regionalisms and jargon, identifying the different uses of speech in the same language.

Emojis

Emojis and stickers recognition offer empathic and natural dialogues.

Context and Relevance

Help prioritizes products and services and detects keywords to give precise answers. It includes categories of relevance: products, services, places, activities, objects, emotions and more.

Long-term Memory

Maintain fluid long-term dialogues thanks to Help’s retention of relevant information about products, actions and features.

Conditionals

Segment your customers. Help chooses how to relate to each type of customer, automatically customizing the response. It also adapts to the company’s particular conditions, business units or ways of communication according to each channel.

Automatic evolution of meanings (Machine Learning)

Help provides complete experiences using our algorithms, dictionaries and meanings database that evolve in real time through Machine Learning.

Prediction of the next question (Machine Learning)

Get ahead! Help suggests related content when it doesn’t possess the information requested, basing on similar interactions of other customers.

Options / Questions suggestions

Help offers related questions when the request is very extensive or not specific enough.

Interested?

Interested?

Experience complements

Design customizations

Customize visual identity aspects and header and footer messages through CCS.

Feedback

Improve your support! Help measures the customer’s satisfaction offering feedback in each response. It learns from users’ ratings and opinions and identifies improvement opportunities.

Knowledge Manager

Web and Mobile vertical site creator

Microsites creation in sub-domain formats that access a defined knowledge group.

Public / Private Segmentation

Decide whether to make an optimized site for public search engines or a private space with restricted access.

Content segmentation

Create sites with segmented content using tags according to the access group that is needed. Access to content is limited according to whether the knowledge base is in a public or private area.

Management tool

Use the Knowledge section to create, edit and delete questions and answers to keep Help updated and offer the best attention. You do not need technical staff or language specialists.

Tag Manager

Use tags to categorize or segment knowledge and obtain statistics on the most consulted topics.

Content importation

Quickly import content from a spreadsheet, or knowledge base from Zendesk Guide, and genereate new questions and answers automatically.

Answer complements

Text with Format

Add format to the answers: bold, italic, underlined and crossed out.

Videos

Include Youtube videos and create a superior experience.

Related FAQs / Buttons

Improve answers adding related questions or buttons that help your customers locate the information they need

Web View Extension

Embedd a page (iframe) in a pop-up window to show complex forms or those that need a secure environment, such as payment.

Carrousel

Offer products or services in an attractive and interactive way thanks to the carrousel feature.

Download PDF files

Attach files in PDF format to the articles in order to extend the information.

Images

Use images along with text to solve customers’ requests.

Co Browsing

Assisted navigation takes your customer to the right webpage to resolve their request, without them having to click on a link. (Available with AgentBot’s integration)

Emojis

Use emojis in your articles to give empathic, casual and natural answers.

Start making your customers happy

Start making your customers happy

Reports & Analytics

Google Analytics

Integration with Google Analytics to access deeper data.

Sessions / Conversations

Track the performance of your sessions

Interactions

Number of interactions made during the selected period. Visualize the information in a table format for a better analysis.

Customer Feedback

Qualifications obtained in each answer: – Feedback per day: shows the amount of positive and negative feedbacks and conversations without qualification. – Feedback on interactions: shows the amount of positive or negative feedback detailed per day.

Customer Demand

Find out hours and days of greater customer demand.

Dashboard

General performance of conversations that Help has maintained with your customers in the selected period.

Main Topics / Tag Report

Analyze the behavior of your tags.

Full Chat Report

Access the full history of chats. See the detail of each conversation with condition, user data, interactions performed, feedback, tag, origin, location, IP and device.

Customers

Number of unique and recurring customers who interacted with Help. Access the full list of customers, with all the associated information and sessions.

Trends

Know the most consulted and qualified topics to have an overview of what is going on in a specfic period of time.

Funnel

Identify the effectiveness of the interaction window (Visits, clicks, conversations).

Filters

All reports allow filtering by periods, conditions, tags, feedback, devices, origin, and location.

Downloadable reports

Download all reports in CSV or PNG files. Schedule to receive your reports by email.

Infrastructure and Security

High availability

Redundant infrastructure with self-escalating capacity.

SLA

SLA 99.9% and public access here: http://sla.aivo.co/

OAUTH 2.0

The administration system uses OAuth 2.0 for resources authentication and availability. For more information read RFC6749: http://tools.ietf.org/html/rfc6749

SSL encryption

We have SSL (Secure Socket Layer): an encryption protocol that ensures secure communication on the platform and in the chat interface.

Audit Logs

Records of total amount of movements made in the administration platform, identifying executors and managers.

Data Encryption

Encrypts sensitive content that the customer enters during the interaction.

Security

Full security on Amazon. We are certified in ISO 27000 and successfully passed SSAE 16 audits. For more information go to: http://aws.amazon.com/security/

Let's get you started

Start making your customers happy