Answer fewer “how do I” tickets. Let the app do the task.
A support bot links to an article. The user still has to click through it. Skate does the task in the app, asks before it deletes, sends, publishes, or changes who has access, and checks the page before it says done.
Tasks, not answers
When a user asks to change something, Skate changes it in their session, as them. When they ask a question, it reads the answer off the page they are on.
Done, and checked
Skate finishes the task in the user’s own session, then reads the page to confirm it. On a new app it gets about 4 in 10 tasks done on the first run, and about 8 in 10 once we tune it for that app.
What users wanted
Every request lands in your inbox in the user’s own words, with how it ended. Requests your app has no way to do show up there too: your next feature, or your next help article.
A way to a human
The user can take over at any moment. Skate never types passwords or card numbers; it hands those steps back.