Useful AI support, where customers need it.

Product basics, setup instructions, policy explanations, and common troubleshooting steps are strong candidates for an assistant because the right answer already exists and does not depend on private account context.

Place that help on the website pages where the question appears. A visitor comparing plans needs different guidance from a customer troubleshooting an installation, even when both are using the same assistant.

• Pre-purchase product and plan questions.
• Onboarding steps and common setup guidance.
• Public policies, availability, and documented troubleshooting.

Billing disputes, security incidents, exceptions, complaints, and account-specific troubleshooting need context that a public knowledge base should not contain. Dobe Chat should make the handoff clear instead of stretching a generic answer beyond what the source supports.

That boundary protects customer trust and makes support work more useful. The assistant handles the predictable questions; your team spends its time on the situations where judgement changes the outcome.

Repeated questions show where a page is hard to understand, a feature name is unfamiliar, or an onboarding step is easy to miss. Conversation review turns those patterns into a practical list of content and product improvements.

The result is not just fewer repeated tickets. Customers find clearer information earlier, and the team gains better evidence about where confusion begins.