{"id":2942920,"date":"2025-10-13T15:54:01","date_gmt":"2025-10-13T22:54:01","guid":{"rendered":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2942920"},"modified":"2025-10-13T15:54:01","modified_gmt":"2025-10-13T22:54:01","slug":"updates-support-chatbot-oct-2025","status":"publish","type":"blog","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/updates-support-chatbot-oct-2025","title":{"rendered":"What\u2019s New in the Latest Update to 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],"tags":[772732,772722,772712,769122],"industry":[],"product":[421922],"class_list":["post-2942920","blog","type-blog","status-publish","format-standard","hentry","category-administration","tag-esri-support-ai-chatbot","tag-esri-support-app","tag-esri-support-services","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":"We\u2019ve made extensive upgrades to the Esri Support AI chatbot backend \u2013 all so you see better results.","flexible_content":[{"acf_fc_layout":"content","content":"

As part of our ongoing quest to constantly advance the Esri Support AI Chatbot, we\u2019ve made extensive backend updates. We\u2019ve revised how the chatbot searches for information, updated our database, and streamlined our prompt structure.<\/p>\n

On your end, that means you can expect even better support from the chatbot. Watch the video and keep reading below to explore the improvements you\u2019ll see.<\/p>\n"},{"acf_fc_layout":"kaltura","video_id":"1_n2xulucw","time":false,"start":0,"stop":""},{"acf_fc_layout":"content","content":"

More Holistic Answers<\/h2>\n

The chatbot will now provide smoother, more holistic answers. We\u2019ve revised how the chatbot searches so it doesn\u2019t treat different kinds of information (for example product life cycles and ArcGIS Online Health Status) as separate silos. Separate sources are better integrated, which means more complete answers for you.<\/p>\n

More Relevant Answers<\/h2>\n

Updates to our database better maintain the structure of the documents we feed the chatbot and remove unnecessary information. This means the chatbot will more easily surface answers, with less noise to wade through. You\u2019ll see more relevant answers as a result.<\/p>\n

Improved Document Retrieval<\/h2>\n

We\u2019ve also changed how the chatbot searches for documents. It should surface more and better information, which will also contribute to more useful answers.<\/p>\n

Smarter Chatbot<\/h2>\n

Updates to our prompt structure\u2014the instructions that tell the chatbot how to do its job\u2014have made those instructions easier for the bot to understand. This should result in a smarter overall chatbot.<\/p>\n

Newest Content<\/h2>\n

We always train the chatbot on the latest Esri content, but sometimes that gets lost in the library of older content. In this update, we revised how we train the chatbot on older information. The chatbot will still parse older information about supported products, but it\u2019ll prioritize newer information. Information about products that are no longer supported won\u2019t be included at all.<\/p>\n

Basically, you can expect the chatbot to give you the most up-to-date guidance.<\/p>\n

Our Analysts Are Here for You Too<\/h2>\n

The Esri Support AI Chatbot is designed to help you troubleshoot and find solutions, but it will never replace our expert technical support analysts. If the chatbot\u2019s answers aren\u2019t enough to help you, if you run into a problem specific to your deployment, or you want personalized help with a more human touch, never hesitate to reach out to us<\/a>.<\/p>\n

Try it in the Support App<\/h2>\n

Whether you\u2019re looking for support from the chatbot or an expert analyst, the Esri Support app provides convenient access to a wide array of technical support resources. Use AI tools<\/a> that are only available in the app, live chat with analysts<\/a> (if you\u2019re an authorized caller in the U.S.), and use case management tools<\/a> to stay on top of the issues you care about. Download now in the\u00a0App Store<\/a>\u00a0or on\u00a0Google Play<\/a>.<\/p>\n"}],"related_articles":[{"ID":2838542,"post_author":"360112","post_date":"2025-06-17 09:12:22","post_date_gmt":"2025-06-17 16:12:22","post_content":"","post_title":"The Esri Support AI Chatbot Has Answered 200,000 Questions","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"support-ai-chatbot-200000-answers","to_ping":"","pinged":"","post_modified":"2025-06-17 09:12:22","post_modified_gmt":"2025-06-17 16:12:22","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2838542","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":2733672,"post_author":"360112","post_date":"2025-03-19 13:41:12","post_date_gmt":"2025-03-19 20:41:12","post_content":"","post_title":"Scan and Solve Error Messages in the Esri Support App","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"scan-errors-esri-support-app","to_ping":"","pinged":"","post_modified":"2025-03-19 13:41:12","post_modified_gmt":"2025-03-19 20:41:12","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2733672","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"2","filter":"raw"},{"ID":2676832,"post_author":"360112","post_date":"2025-02-10 09:59:21","post_date_gmt":"2025-02-10 17:59:21","post_content":"","post_title":"ArcGIS Online Health Notifications in the Esri Support App","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"arcgis-online-health-notifications-in-the-esri-support-app","to_ping":"","pinged":"","post_modified":"2025-02-10 09:59:21","post_modified_gmt":"2025-02-10 17:59:21","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2676832","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":2794722,"post_author":"360112","post_date":"2025-05-15 11:15:19","post_date_gmt":"2025-05-15 18:15:19","post_content":"","post_title":"Workaround for the Esri Support App \"Access to This Application Has Been Blocked\" Error Message","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"support-app-access-workaround","to_ping":"","pinged":"","post_modified":"2025-05-15 11:15:19","post_modified_gmt":"2025-05-15 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