{"id":2467822,"date":"2024-08-23T11:21:18","date_gmt":"2024-08-23T18:21:18","guid":{"rendered":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2467822"},"modified":"2024-08-23T11:21:18","modified_gmt":"2024-08-23T18:21:18","slug":"support-site-generative-ai-support","status":"publish","type":"blog","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/support-site-generative-ai-support","title":{"rendered":"Get the Most from the Support Site with the Esri Support AI Chatbot"},"author":360112,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":""},"categories":[37501,37101],"tags":[758311,174212,38431,769122],"industry":[],"product":[421922],"class_list":["post-2467822","blog","type-blog","status-publish","format-standard","hentry","category-administration","category-announcements","tag-ai","tag-artificial-intelligence","tag-support","tag-technical-support","product-arcgis"],"acf":{"authors":[{"ID":360112,"user_firstname":"Molly","user_lastname":"Green-Hogeweg","nickname":"Molly Green-Hogeweg","user_nicename":"m-green-hogeweg","display_name":"Molly Green-Hogeweg","user_email":"m.green-hogeweg@esri.com","user_url":"","user_registered":"2024-08-12 15:47:15","user_description":"Molly is a writer and editor for support.esri.com. She\u2019s been with Esri since 2020, building self-service resources for Esri\u2019s customers. Outside the office, she refurbishes discarded furniture and reads everything she can get her hands on.","user_avatar":""}],"short_description":"The Esri Support AI Chatbot is now live on support.esri.com. Use it to get answers to your questions and discover fixes for issues.","flexible_content":[{"acf_fc_layout":"content","content":"

We built the Esri Support site so you could find answers and connect with our ArcGIS experts. You can explore system requirements, product life cycle changes, and deprecation notices by product<\/a>. It\u2019s also a great place to find information about advanced support offerings<\/a>. Error and bug documentation, how-to articles and videos<\/a>, and more technical content<\/a> are available too\u2014but it can be hard to find the information you need in the massive library we\u2019ve created for you.<\/p>\n

That\u2019s exactly why we\u2019re launching the Esri Support AI Chatbot on the support site.<\/p>\n"},{"acf_fc_layout":"kaltura","video_id":"1_cmsfr4c6","time":false,"start":0,"stop":""},{"acf_fc_layout":"content","content":"

Like many technical support innovations, we released the Esri Support AI Chatbot on the Esri Support app<\/a> first. Customers have been using it there, alongside case management features<\/a> and new ways to reach technical support<\/a>, since late 2023. Their feedback has helped us improve the chatbot to the point where we\u2019re ready to release it to a wider audience via the support site.<\/p>\n

How does the chatbot work?<\/h2>\n

The Esri Support AI chatbot combs through its library of training content to construct answers based on statistically significant patterns in that data. With its help, you can triage faster and get back to doing the work that\u2019s important to you.<\/p>\n

The Esri Support AI Chatbot is trained exclusively on Esri content, including data from the technical support site, product documentation, ArcGIS Blogs, and more. This means that it has a smaller chance of providing an answer that is irrelevant or incorrect\u2014we\u2019ve built it with your trust in mind. Non-Esri content from third-party sources is not included either. Furthermore, the chatbot has not indexed any content prior to the year 2017.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2467882,"id":2467882,"title":"chatbot-on-support-site","filename":"chatbot-on-support-site.png","filesize":386683,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/08\/chatbot-on-support-site.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/support-site-generative-ai-support\/chatbot-on-support-site","alt":"Three screenshots from the AI Chatbot on the Esri Support site.","author":"360112","description":"","caption":"","name":"chatbot-on-support-site","status":"inherit","uploaded_to":2467822,"date":"2024-08-23 15:49:26","modified":"2024-08-23 15:49:51","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":975,"height":525,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/08\/chatbot-on-support-site-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/08\/chatbot-on-support-site.png","medium-width":464,"medium-height":250,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/08\/chatbot-on-support-site.png","medium_large-width":768,"medium_large-height":414,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/08\/chatbot-on-support-site.png","large-width":975,"large-height":525,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/08\/chatbot-on-support-site.png","1536x1536-width":975,"1536x1536-height":525,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/08\/chatbot-on-support-site.png","2048x2048-width":975,"2048x2048-height":525,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/08\/chatbot-on-support-site-826x445.png","card_image-width":826,"card_image-height":445,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/08\/chatbot-on-support-site.png","wide_image-width":975,"wide_image-height":525}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

Because the chatbot is still learning, it may occasionally provide inaccurate or incomplete information, so it\u2019s important that you carefully evaluate responses you receive. You have opportunity to help us make it better by asking it questions. For privacy\u2019s sake, we\u2019ve chosen not to personalize the AI to you or your organization, but it learns from the aggregated prompts and responses of all its conversations. We\u2019d also like you to help us improve the AI by using the built-in feedback mechanism to report answers that don\u2019t seem quite right.<\/p>\n

FAQ<\/h2>\n

Do I need to provide the chatbot with different input than I would enter into a search engine?<\/em><\/p>\n

Search engines and AI are both powerful tools to answers questions, but they require different input. Where a search engine uses key words to search for information that matches your query, LLMs rely on plain language. Ask it questions more like you\u2019d ask a person. If you do not receive a relevant answer, you may need to rephrase your question.<\/p>\n

I received a vague answer or an answer not related to the right product. How can I get better answers?<\/em><\/p>\n

When applicable, include product names and versions in your question to get more relevant results. For example, if you are asking about a tool that is available in both ArcGIS Pro and ArcMap, specify which you are using.<\/p>\n

Do I have to talk to it in English?<\/em><\/p>\n

No. The chatbot will give answers in the language you use to ask your question. The Esri Support AI chatbot can respond to questions asked in more than 40 languages, including English, Spanish, French, German, Italian, Portuguese, Dutch, Russian, Chinese (simplified and traditional), Japanese, Korean, Arabic, Hindi, Bengali, Urdu, Turkish, Persian, Swahili, Vietnamese, Thai, Greek, Hebrew, Norwegian, Danish, Swedish, Finnish, Polish, Hungarian, Romanian, Ukrainian, Czech, Slovak, Slovenian, Croatian, Serbian, Bulgarian, Estonian, Latvian, Lithuanian, Icelandic, Filipino, Malay, and Indonesian. However, use of an English-language keyboard or characters may result in answers in English.<\/p>\n

Can the Esri Support AI chatbot help me code?<\/em><\/p>\n

Yes, the Esri Support AI chatbot can help with coding and related topics but you are responsible for your use of its code or coding explanations. Use discretion and carefully review all code for errors, bugs, and vulnerabilities before implementing it.<\/p>\n

Why doesn\u2019t the Esri Support AI chatbot know about the product that was announced this morning?<\/em><\/p>\n

We update our training data frequently; however, not in real time. There will be a slight delay between the publication of new information and the chatbot learning about it. We want to curate new content to ensure that it will provide relevant answers.<\/p>\n

Try It Now<\/h2>\n

Try the Esri Support AI Chatbot on the Esri Support site<\/a> now!<\/p>\n"}],"related_articles":[{"ID":2370742,"post_author":"348782","post_date":"2024-06-21 10:59:35","post_date_gmt":"2024-06-21 17:59:35","post_content":"","post_title":"Conversational AI Chatbot for Support","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"conversational-ai-for-support","to_ping":"","pinged":"","post_modified":"2024-06-21 10:59:35","post_modified_gmt":"2024-06-21 17:59:35","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2370742","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":2370502,"post_author":"348782","post_date":"2024-06-21 10:58:03","post_date_gmt":"2024-06-21 17:58:03","post_content":"","post_title":"Live Chat with Analysts in the Esri Support App","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"live-chat-with-analysts-in-the-esri-support-app","to_ping":"","pinged":"","post_modified":"2024-06-21 10:58:03","post_modified_gmt":"2024-06-21 17:58:03","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2370502","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"1","filter":"raw"},{"ID":2232062,"post_author":"348782","post_date":"2024-02-14 08:13:17","post_date_gmt":"2024-02-14 16:13:17","post_content":"","post_title":"Improved Esri Support Case Logging and Management","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"improved-esri-support-case-logging-and-management","to_ping":"","pinged":"","post_modified":"2024-02-14 15:47:46","post_modified_gmt":"2024-02-14 23:47:46","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2232062","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"2","filter":"raw"}],"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/08\/blog-card.png","wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/08\/blog-banner.png"},"yoast_head":"\nGet the Most from the Support Site with the Esri Support AI Chatbot<\/title>\n<meta name=\"description\" content=\"The Esri Support AI Chatbot is now live on support.esri.com. 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