Helpfruit vs Gen AI Chatbots

Many organisations trying Generative AI focus on customer service challenges. This is no surprise; it seems an obvious skill this tech is well suited for.

Given Helpfruit is a customer self-service platform, a question we often get these days is - how is Helpfruit different to customer service chatbots that use Generative AI to generate responses?

Understanding that Helpfruit is much more powerful than a chatbot is a good start.

Helpfruit is a help platform with help content management, a chatbot, help website, live chat and more.

‍How Helpfruit answers vs Gen AI chatbots

A common pattern is to give Gen AI chatbots your help material as documents and then when users ask questions the chatbot generates answers based on the provided content.

These chatbots will always be prone to hallucinations – a nice way of saying they make things up. While this risk can be reduced to less than 5% - it is still there.

Therefore, there is a brand and potential regulatory risk when it does get it wrong (inevitable). Unfortunately, generative AI is fundamentally bad at expressing doubt – it’s always sure, even when it is surely wrong.

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Helpfruit only returns curated answers. There is no hallucination possible as the answer is not generated but is instead retrieved from your knowledgebase.

Summary

Helpfruit uses AI to understand questions, not to answer them

Helpfruit provides trusted, curated answers that you write and sign-off – no hallucination risk

Helpfruit will express doubt if it's not confident it has found a good answer it – ‘did you mean’...

Helpfruit will say when it doesn’t know the answer and offer escalation options – including live chat/email/ticket system integrations

Chat content in Helpfruit is both richer and more dynamic than Gen AI chatbots.

Helpfruit supports:

Rich content answers – with images, videos, links, formatting, quick ‘no typing’ follow-up actions

Both chat–length answers and links to long-form help articles

Personalised answers by connecting to APIs – e.g. order look ups

A range of platforms – Web, WhatsApp, Instagram, Facebook, Microsoft Teams, Slack

Many languages – has built in multilingual support with machine translation

Deflection/escalation workflows. For example, Helpfruit can use GPT to detect topics in messages, respond appropriately and escalate if required – e.g. offensive/threatening messages can be detected, deflected and reported

Helpfruit does also offer the chance to use your own documents to get started with knowledge authoring. The Helpfruit FAQ Wizard will take your web or document content and turn it automatically into chat content – which you check and publish.

This is the best of both worlds – using AI to do the leg work without the risk of it making costly mistakes.