October 12, 2023

Hate reading docs? Me too. That's why we have Support powered by AIDA™

Table of Contents

Key takeaway

Navigating Customer Support in the Digital Age

In today's fast-paced world, quick and efficient access to information is more crucial than ever. Technical documentation can feel like navigating a labyrinth of vast knowledge, making it challenging to find answers promptly.

At Harness, we understand that navigating through our extensive documentation, blogs, pricing plans, and other public resources to find answers can sometimes be a challenge, leading our customers to file support tickets and wait for a response from our devoted support team. With this challenge in mind, we wanted to elevate your customer experience. That's why we're excited to introduce Harness Support powered by AIDA™, your dedicated assistant ready to answer your questions about Harness and its products.

Introducing Harness Support Powered By AIDA™

Harness Support powered by AIDA is designed to streamline your access to information by harnessing the power of AI. It works seamlessly inside the product, offering a user-friendly interface for asking questions. When you ask a question, Support powered by AIDA quickly scans our vast knowledge base to provide relevant, accurate, real-time answers.

After logging into your account, click the Support button in your screen's bottom right corner. From there, feel free to ask your question relating to Harness's platform, products, and documentation. You will receive a response within a few seconds with direct links to relevant documentation for easy reference. You can also provide feedback on the response so engineering can ensure the answers are aligned with your expectations.

Support Powered By AIDA In Action

First, let's navigate to the Support icon.

Harness  Support Icon

Now, let's ask a question about Harness!

Harness Support Window

As you can see, Support powered by AIDA is a game-changer in the customer support experience as it streamlines the process of asking questions and finding information. With the power of AIDA, Support swiftly addresses your questions about the Harness platform and provides solutions. It's as simple as that.   

Now, How does Support powered by AIDA Work?

As a technical overview, Support powered by AIDA is the embodiment of advanced algorithms and innovative GenAI techniques to bring you answers to your questions. 

Your Question to AIDA: The moment you type out your query, GenAI springs into action, ensuring you get a prompt response tailored to your needs. You can ask anything related to the Harness platform, products, and documentation.

From Words to Numbers: Your questions aren’t just words on a screen. With the help of advanced algorithms, they're transformed into 'embeddings'— making the solutions for software troubleshooting more efficient.

The Power of the Vector Database: This is where the Harness AI tools truly shine. AIDA scans its vast database for the best, most accurate answer to your query.

Crafting Context: A good answer isn’t just about accuracy— it’s about relevance. AIDA uses its AI integration in modern customer support capabilities to craft a correct and contextually relevant response to your needs.

Engaging the Best in AI: Behind the scenes, AIDA uses the most advanced AI models to ensure the user experience is second to none.

To read more about how Support powered by AIDA works behind the scenes, check out this technical post on our Engineering Medium

Step-by-step flowchart of Support query processing and response mechanism.

The Future of Customer Support with AIDA

Our Support powered by AIDA represents a significant leap forward in customer support and access to Harness resources. With the power of GenAI, we've harnessed the ability to provide instant, accurate answers to your questions about Harness.

Harness Support powered by AIDA streamlines your experience, ensuring you have the information you need at your fingertips, making your journey with Harness smoother and more efficient. We're committed to providing you with the best support possible, and this new feature is a testament to that commitment. Whether you're a developer seeking technical documentation or a user with product inquiries, Support empowers you with the knowledge you seek 24/7 without waiting for support tickets or email responses. Harness the power of Support to supercharge your interaction with Harness products.

Get Started On Your Elevated Support Experience Today

Are you intrigued by the transformative power of GenAI in DevOps? Request a demo to explore the capabilities of Harness AIDA in a dynamic software delivery landscape.

As we conclude this AI Feature Focus blog, remember that we've only just begun to unveil the incredible capabilities of our AI. Be sure to check out the rest of our feature series to discover what truly sets our AI apart.

For a deeper look into Harness AIDA, visit our Harness YouTube channel to witness it in action.  

Our Plan to Infuse AI Across the SDLC

Stay informed about our exciting future developments by keeping an eye on our comprehensive product roadmap.

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