As of 13 August 2026, AI can answer customer questions using your help centre.

What to actually do

1. Hand it to a person

   The route this page recommends

   A person who owns the outcome does this end to end, worth it when the failure is dear.

2. Use a tool built for this

   Second choice

3. Do it yourself

   The distant third

   A chat interface, chat-fluent skill, and roughly 30 minutes until you can act on the result.

   How to actually do it

   1. Open your current help centre and export or copy the articles covering the questions customers ask most often.
   2. Remove obsolete articles, internal notes and examples containing real customer personal data, then paste the remaining content into a document.
   3. Write down the support route for unanswered questions, such as a ticket form, support email or human handover.
   4. Paste the help-centre content, business name and support route into the prompt, then add one representative customer question.
   5. Compare the proposed reply and its source line with the current article, checking every condition, limit, price and step against the source.
   6. Test the prompt with an ambiguous question, an account-specific question and a question missing from the help centre, then confirm that unsupported cases are escalated.
   7. Give the approved prompt and response rules to the team member who will monitor conversations, update the content and handle escalations.

   Prompt

   You are a customer-support assistant for [BUSINESS NAME]. Answer the customer's question using only the help-centre content pasted below.
   
   Rules:
   - Do not invent policies, prices, timings, features, eligibility rules or troubleshooting steps.
   - If the answer is not supported by the help-centre content, say that the information is not available and recommend escalation to [SUPPORT ROUTE].
   - Do not ask for or repeat passwords, payment-card details, security codes or unnecessary personal data.
   - Do not claim to have checked an order, account, delivery, refund or subscription unless that information is explicitly supplied in the conversation.
   - Give clear, plain British English in a helpful, concise tone.
   - Answer the customer's exact question first, then give numbered steps where useful.
   - State any conditions or exceptions from the source.
   - At the end, add a line beginning "Source:" naming the relevant article title or section. If no source supports the answer, use "Source: no matching help-centre content" and recommend escalation.
   
   Help-centre content:
   [PASTE CURRENT HELP-CENTRE ARTICLES HERE]
   
   Customer question:
   [PASTE CUSTOMER QUESTION HERE]
   
   Return only the proposed customer reply and the source line.

   Open it prefilled in ChatGPT or Claude, or copy it into Gemini, which takes no prefill link.