Self-Service Knowledge Base
Reduce support volume with a searchable, AI-enhanced knowledge base. Help customers find answers before they open a ticket.
Pain Points, Solved
Common Pain Points
Customers cannot find answers on their own
Without a well-organized knowledge base, every question becomes a support ticket. Simple questions consume agent time that should go to complex issues.
Documentation goes stale
Knowledge base articles are written once and forgotten. Outdated information frustrates customers and creates more tickets, not fewer.
Search is useless
Basic keyword search misses intent. Customers search for 'cancel subscription' but the article is titled 'Managing your billing plan.' They give up and open a ticket.
How Transactional Helps
Structured, searchable help center
Organize articles into categories and collections. Full-text search with synonym matching finds the right article regardless of how the question is phrased.
AI-powered semantic search
The AI Gateway powers semantic search that understands intent, not just keywords. Customers find answers even when they do not use the exact terminology.
Freshness tracking and suggestions
Articles are flagged when they have not been updated recently or when related product features change. AI suggests updates based on recent support conversations.
By the Numbers
~35%
Ticket deflection
92%
Search success rate
<15 sec
Avg. time to answer
Auto-tracked
Article freshness
Overview
The best support experience is no ticket at all. A well-maintained knowledge base lets customers solve problems instantly, reducing ticket volume and improving satisfaction. Transactional Support includes a knowledge base that integrates with your chat widget and AI to deliver answers where customers need them.
Key capabilities
AI-enhanced search
Semantic search understands what customers mean, not just what they type. Results are ranked by relevance and supplemented with AI-generated summaries from multiple articles when a single article does not fully answer the question.
Contextual suggestions
When a customer opens the chat widget, the knowledge base suggests relevant articles based on the page they are viewing. Many questions are resolved before a conversation starts.
Analytics and gap analysis
Track which articles are most viewed, which searches return no results, and which articles lead to ticket creation anyway. Use these insights to improve coverage and quality.
Connected experience
- Live Chat — Articles surface automatically during conversations for both customers and agents
- AI Gateway — Powers semantic search and auto-generated answer summaries
- Email — Send knowledge base links in support email replies
- Forms — Embed feedback forms on articles to track usefulness