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Your AI Support Agent Just Got Smarter - Here’s What’s New

  • October 10, 2025
  • 1 reply
  • 63 views
Your AI Support Agent Just Got Smarter - Here’s What’s New
matt.lewis
Docebian

Starting October 1st, your Docebo Support experience is taking another big step forward. Based on your feedback, we’ve enhanced the AI Support Agent - the tool that helps you get help faster with Docebo Support - to make it more efficient and smarter, while still keeping it simple to connect with a human when you need to.

Here’s what’s new:

  1. More knowledge at its fingertips
    The AI Support Agent now draws from additional knowledge sources such as Docebo Community and Docebo University in addition to Docebo Help. This means quicker answers to more of your support related questions, available 24/7
     
  2. A smarter AI experience
    With an upgraded AI model, the agent can better understand your requests, walk you through detailed steps, and handle follow-up or clarifying questions. The result is a more natural and efficient experience.
     
  3. Improved routing and human handoff
    Complex cases now reach the right specialized support team even faster. And when you do need to talk to a human, the process is simple and seamless. The AI Support Agent gathers the context and shares a summary with our team so they’re set up to dive right in.

This unique blend of always-available AI support and simple access to our human team means you’ll spend less time repeating yourself and more time getting the help you need.

 

We’re far from done enhancing the support experience at Docebo and are excited for you to experience these improvements, and as always, your feedback helps us keep evolving your support journey! 

 

Note: The AI Support Agent is distinct from Harmony copilot, which provides in-platform guidance, conversational search, and admin assistance within the Docebo platform. Together, they create a smarter, more connected Docebo experience - from in-platform support to ticket resolution.

 

1 reply

C
Novice I
  • CGeiger
  • Novice I
  • 3 replies
  • October 10, 2025

Hello Docebo Support, 
I have a few questions regarding the LLM (AI model) ownership, data usage for this new “AI Support Agent”: 

Security Concerns

  1. Data Protection & Encryption

    • How is data encrypted in transit and at rest?
    • What encryption standards are used (e.g., AES-256, TLS 1.2/1.3)?

  2. Access Controls

    • Who has access to the data and models?
    • Are there role-based access controls (RBAC) or audit logs?

  3. Compliance & Certifications

    • Is the tool compliant with standards like SOC 2, ISO 27001, CCPA, or GDPR?
    • Can you provide documentation or reports from recent audits?

  4. Third-Party Integrations

    • Does the tool integrate with other platforms? If so, how is data shared and secured across those integrations?

Training Data

  1. Source of Training Data

    • What data sources were used to train the AI model?
    • Was any proprietary or user-generated data used?

  2. Data Anonymization

    • Was the training data anonymized or de-identified?
    • How do you ensure no personally identifiable information (PII) is included?

  3. Model Updates

    • How frequently will the model be retrained or updated?

Use of Inputs (Prompts, Questions, Comments)

  1. Data Retention

    • Are user inputs stored? If so, for how long?
    • Can users request deletion of their data?

  2. Input Usage

    • Are user inputs used to improve the model (e.g., fine-tuning)?
    • Is there an opt-out mechanism for using inputs in training?

  3. Privacy & Confidentiality

    • How is sensitive or confidential information handled?
    • Are there filters or safeguards to prevent data leakage?

  4. Transparency

    • Can users view how their data is being used?
    • Is there a data usage policy or transparency report available?


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