Every Stuck User Is a Support Ticket Waiting to Happen

As far as product issues go, a stuck user might seem harmless enough. But here on Amplitude’s Support Team, we know there’s usually more to the story.

Every time a user stalls, it sets off a chain of events that in the best of cases, results in a support ticket and in the worst, churn. Even more problematic: There are likely plenty of other users encountering the same problem.

That’s why I’m particularly enthusiastic about how we use Amplitude AI Assistant to deflect support tickets and reduce user churn. AI Assistant helps users as soon as they hit a snag, ensuring it never becomes something bigger and more damaging to your business. Unlike a chatbot, AI Assistant offers contextual, in-product support, guiding users through critical workflows. And because it logs these customer interactions, you can see patterns that might reveal deeper issues in your product.

Respond to user behavior in real time

Let’s explore how AI Assistant works in practice. As a hypothetical, let’s say one of your users is having trouble connecting to Slack. Looking for help, the user opens AI Assistant and asks how to connect to Slack.

It immediately provides a clear answer, using the tone, context, and fallbacks you’ve provided, so it sounds like your brand.

That’s a major win. It’s one less support ticket and one less user being stuck. And it was easy to set up behind the scenes.

But here’s where it gets really interesting. You can check to see if AI Assistant encountered other questions about Slack.

Identify patterns and take action

Opening up the AI Assistant chats page, you can see that there’s a clear pattern of users asking how to connect to Slack.

AI Assistant is helping these users, but you can go one step further. You create an Amplitude guide that walks users through the integration step by step.

Once you make this available to AI Assistant, it will automatically surface the guide whenever the question comes up.

Now, when someone asks about Slack, they’ll get an answer and help connecting to it. The user can click through the steps and complete the Slack integration, all without leaving the product or opening a support ticket.

What AI Assistant means for your team

AI Assistant resolves user questions before they become support tickets, and it shows you the patterns worth fixing for good. For your team, that means fewer interruptions and more time for the work that actually needs a human. For your users, it means a faster path to whatever they came in to do, and one less reason to stall out or churn. That’s good news for your customers, your product, and your bottom line.