Revolutionizing Customer Support: Welcome to the Future with SiteGround’s AI Assistant
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In the relentless race to provide unparalleled client satisfaction, companies continually evolve. We, at SiteGround, have proven to be the front-runners when it comes to innovation and improvement. Yet again, we’re embarking on a groundbreaking venture that’s set to redefine your customer support experience – with our new integrated AI assistant in your HelpDesk.
The Game-Changer – Instant AI in your Help Desk!
Gone are the days when you would type in a query and be directed to countless articles to sort through until you find the most relevant one, leaving you even more overwhelmed. Say hello to our cutting-edge Instant AI HelpDesk! It is powered by ChatGPT but heavily trained by SiteGround’s AI engineers and backed by expert prompt engineering, to provide accurate answers and address our clients’ specific inquiries via a broad spectrum of frequently asked questions and manual grading of responses.
The Evolution of AI in SiteGround’s Support Journey
Our AI journey started years ago with an AI-powered search feature. A fantastic tool, it seamlessly directed you to relevant articles within our extensive Knowledge Base. But now, we’re elevating that experience with the integration of ChatGPT by OpenAI. Not only does our AI Assistant fetch all relevant articles, but it also comprehends and consolidates the information to give you a precise response, crafted just for you! Imagine a world where AI doesn’t just find the right answer, but understands and delivers it as if it’s directly responding to a question in conversation. That’s our new reality!
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Staggering Accuracy, backed by Fine-tuning and Stellar Prompt Engineering
Our specialized AI team has been burning the midnight oil, ensuring that our AI Assistant is not just smart but ‘SiteGround Smart’. Using the power of both GPT-3.5 and GPT-4.0, fine tuning AI models and taking advantage of expert prompt engineering, ensures swift, accurate, and tailored responses for our customers. Here are the facts:
85% of the answers from our AI Assistant hit the bullseye! To be more accurate: a total of 96% of the replies generated by our AI Assistant are correct, but needed a bit more polishing to match the high standards, tone of voice and level of helpfulness that we’re after.
These staggering numbers in just a few months of work are a testament to the significance of fine-tuning models, constant prompt engineering improvements and the enthusiasm our team has invested into creating one more trendsetting tool for our clients’ convenience.
Engage, Explore, & Elevate Your Experience
Available exclusively for our valued SiteGround customers, you can reach our AI Assistant anytime via Client Area > Help Center > Instant AI Help. Each answer is a goldmine of information, often laced with links for a deeper dive. And guess what? We’re counting on you to make it even better! At the end of each response, we’ve provided a quick rating system. Your feedback is our treasure, guiding us to refine and perfect.
Join the AI Evolution
The beauty of AI lies in its potential to learn and evolve. As you engage with it, our AI Assistant sharpens, ensuring you always get the right solution, in an instant. Based on your direct feedback, we’re also expanding and improving our extensive Knowledge Base even more – we’ve added over 60 new articles and topics after the introduction of our AI Assistant.
Dive into this futuristic experience now and be part of our AI revolution. We’re waiting for your feedback! With SiteGround, the future isn’t tomorrow; it’s today!
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Comments ( 18 )
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Vinod Thalwal
Is siteground support for node js project hosting.
Gabriela Andonova Siteground Team
Hey there! Thanks for checking out SiteGround. Currently, Node.js support is not available on our platform as it requires root access, which isn't part of our plans. If you have any other questions, feel free to contact our team directly via our 24/7 live chat.
Shane
Is there a plug in to provide AI support on our current platforms to assist our customers - same as what you have developed for your website ?
Gabriela Andonova Siteground Team
Hi Shane, thanks for the comment. The new AI assistant is intricately integrated into the Client Area infrastructure and is tailored to meet our clients' specific support needs and customer interactions. We currently do not offer a plugin for integrating our AI support system into third-party platforms. However, we appreciate your interest and suggestion and we'll take note of it as a potential feature for future development.
Ben
Gotta say, I'm hugely not a fan of this. I don't care how well-trained the bot is. I'd always rather talk to a real person when I need help. It's discouraging to seek out help when I've already got a headache from messing with code and fighting with computers for hours on end, and then come to find out that the kind tone and "empathy" on the other end of the help chat is actually just another computer. What happened to valuing humans and the work we put in to help each other? Extremely disappointing to see from SiteGround.
Gabriela Andonova Siteground Team
Thank you for sharing your perspective, Ben, and we genuinely understand your concerns. We deeply value the importance of human interaction and the comfort it provides during challenging times, especially when dealing with technical issues. Rest assured, our 24/7 support delivered by highly trained individuals is here to stay. Our intention in integrating AI is to enhance our support capabilities and provide quicker responses while still maintaining a human touch. Users are more than welcome to proceed and contact our live support team via chat, phone, or ticket if that is their preference.
Elizabeth Benedict
The problem with a lot of tech is that there is never a person to talk to to answer simple questions, just lists of instructions spat out by machines. Many websites (Vimeo for instance) are impossible to figure out without an expert. The idea that now that are more instructions spat out by more machines is just more of the same old shit.
Gabriela Andonova Siteground Team
Hello Elizabeth! We appreciate your feedback and completely understand your frustration with the lack of human interaction and over-reliance on automated instructions in the tech industry. At SiteGround, we believe in the importance of a human touch in customer support, and our goal is to strike a balance between the efficiency offered by technology and the empathy and understanding that only a human can provide. We're constantly working to enhance our support services, ensuring that our customers can always reach out for assistance and find clarity, even with simple questions. Our 24/7 live support remains available if you need any help.
Rodney POWELL
All things considered, humans prefer doing business with other humans. I'm disappointed to hear of this development. LIVE phone support is a key reason behind my recent decision to move all my domains and websites to SiteGround. You'll lose my business if you turn us over to a chatbot.
Gabriela Andonova Siteground Team
Thank you for sharing your concerns, Rodney. We completely understand the importance of personalized human interactions in customer service. Rest assured, we are committed to maintaining our live support and ensuring that our customers can still connect with a real person when needed. The introduction of AI technology is meant to complement and improve our support system, not replace the invaluable connection between our customers and our team. Your feedback and your trust are highly appreciated. If you have any further questions or comments, we are here to assist.
Vatché Papazian
I have recently dumped my other web host and moved to SiteGround because it had humans behind the phone unlike my previous hosts. To see that we are getting more towards consulting endless links to solving my technical issues is showing that: 1) you are getting rid of your humans whose help is invaluable compared to a robot which would lead me from link after link, and 2) not all of us are geared to understand the technical language behind those AI chats or FAQ'S. Some of us need people to talk to in order to solve our issues and get on with our business. We cannot spend hours on end reading technical info and still being unable to understand what those jargons mean and, more importantly, solve our issues. Sorry, like other contributors, I am disappointed that you are pushing this method of offering technical help to your customers rather than the human contact.
Gabriela Andonova Siteground Team
Thank you for sharing your thoughts and concerns with us. We want to assure you that we fully understand the importance of personalized human support and remain committed to maintaining it in our support services. In our continuous journey of innovation and improvement, we introduced an AI assistant to our HelpDesk with the sole purpose of enhancing the customer service experience. Our AI engineers carefully trained the AI assistant to provide clear, concise responses to the most commonly asked questions, making it easier for users to find the answers they seek. We completely understand that while the AI assistant can be helpful, it may not replace direct human interaction. That's why our 24/7 live support is always here for you, especially if you need that personal touch or if the AI assistant's responses don't quite hit the mark. Moreover, we've included a convenient rating system after each AI assistant response, so you can share your immediate feedback and help us refine and perfect its interactions. Your input is essential to our mission to continuously enhance our services.
RAFA XD
Super tool, helpdesk with avant-garde technology, Congratulations!
Gabriela Andonova Siteground Team
Thank you for the kind words! We're glad you're enjoying our new AI Assistant and finding it helpful.
Dan
It may be good news for Siteground's shareholders, of course labor costs will go down! But for me personally, it's not something positive! I already experienced this type of AI support recently on other platforms, and I hated it. my 2 cents opinion
Gabriela Andonova Siteground Team
Hello Dan! Thank you for sharing your honest opinion with us. We understand that the introduction of AI support can be a concern for those who value personal interaction. Our intention with integrating AI is to enhance our support services, ensuring that the quality of support you've come to expect from us is not only maintained but also improved. We want to assure you that our AI Assistant is designed to enhance the Help Center experience, providing an additional resource rather than replacing the personalized support our customers value. Rest assured, our live support team remains available 24/7, ready to assist you whenever you need it.
Leo Diaconu
I was an advocate for siteground. I recommended siteground to all of my clients, and one important plus was the great support. But no more. Siteground implemented a chat bot and I can't get support via chat from a person anymore. This is very bad. I have important problems to solve with nobody to help, just a chatbot which keeps telling me to contact support team. I waited in chat multiple times for someone to join and the session closed after 10 minutes, without a response. So yeah, Revolutionizing Customer Support... in a very bad way!!! Please tell me, when i have a business to run, emails don't work and nobody from siteground is responding, can ii call this good customer support? My first priority: looking for another hosting provider.
Ivan Naidenov Siteground Team
Hello Leo, happy to clarify! The idea of our AI support integration is to expand and enhance our ability to accurately resolve any questions our clients have. However, we understand that some cases require a human touch, and by no means have we scaled back on our Support Team. You can still reach out from the Help Center and with a few clicks our friendly colleagues will be assisting. Here are the steps to follow: https://stgrnd.co/contactus/ . We're sorry to hear if you've encountered times with a bit longer wait time. We managed to locate your SiteGround account with the information from the comment and we're happy to see that just in the past couple of days you've had two chats with our team where we successfully assisted with email questions.
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