In-Product AI Assistance: Answers Without Leaving the Console

Most support tickets are findable answers

Yes! They’re not hard problems but questions that were faster to ask than to search for – and that pattern costs both sides time.

• “Stop someone using a USB stick” and “device permissions” are the same task in different vocabulary.
• The right article exists but shows up at the wrong moment, or gets split across several pages.
• Switching between the console and a support portal breaks momentum mid-configuration.
• Support engineers spend cycles on documented questions instead of the complex cases that need them.

How it works

Retrieval, not invention. The assistant searches approved documentation and shows you where the answer came from.

1. Ask in the console
   Type your question in plain language, or start from a suggested topic – getting started, productivity, DLP, or website and application access.
2. AI Chatbot searches the product knowledge base
   It retrieves the most relevant approved content rather than answering from general knowledge.
3. You get an answer plus the source
   Responses can include a link to the related article when you need full step-by-step guidance.
4. Clarify with follow-ups
   Continue the same conversation to narrow the answer to your version, module, or deployment.
5. Escalate when needed
   For questions beyond the available documentation, you’ll receive clear guidance and an easy option to connect with live support.

What it does

Answers from the documentation
Responses come from approved knowledge-base articles, so guidance matches what our support team and docs already say.

Plain-language questions
Describe the outcome you want rather than the feature name, and the assistant maps it to the right article.

Conversational follow-ups
Ask for clarification or more detail in the same thread instead of starting a new search.

Multilingual questions
The assistant understands multiple languages, with knowledge-base content maintained in English.

Clear fallback behaviour
When there’s no documented answer, it says so rather than improvising something that sounds plausible.

Live-support handoff
Unresolved questions route into the existing support workflow with conversation context passed along.

Self-service that doesn’t trap you

A chatbot that can’t admit defeat is worse than no chatbot. This one is built to fail gracefully: when a question falls outside documented content, it initiates a handoff to the existing live-support workflow, and agents receive the available conversation context with it.

You don’t re-type the problem for a human after explaining it to a bot. The agent picks up from what you already said.

For anything account-specific, technical, security, legal, or compliance-related, that handoff is the intended path – not a failure state.

What it won’t do

The first release is deliberately scoped to authenticated, in-product FAQ and knowledge-base assistance. Stating the limits plainly matters more than an impressive feature list.

Data handling and privacy

Three design decisions cover what security reviewers ask first.

For UK, US, and Canadian security reviews

Because the assistant is limited to published documentation and holds no tenant data, it stays outside the scope of your employee-monitoring data flows. For processing detail, see the privacy policy and data processing addendum.

It makes our documentation better too

The assistant is also a feedback loop. Internally, our teams review common question topics, answer engagement, unresolved inquiries, and live-support handoffs – which tells us exactly where the knowledge base is thin.

A question asked fifty times with no good documented answer stops being invisible. It becomes a documentation ticket, and often a signal that the product guidance itself needs work.

Where to find it

If you’re an existing cloud customer
Sign in to the CurrentWare console and open the chat panel. No setup required – ask your first question straight away. It is not HIPAA compliant, so for those customers they should disable it

If you’re new to CurrentWare
Start a 14-day free trial or run the self-guided demo to see the console and in-product help together.

If you prefer to read first
Browse the knowledge base or follow the onboarding guide – the same content the assistant answers from.

If you need feedback on an answer
Email support@currentware.com. Answer quality feedback feeds directly into documentation priorities.