As part of our ongoing commitment to delivering faster, smarter, and more personalized service at Docebo, we’re integrating advanced AI technology into our support experience, starting with the Help Center. With this upgrade, you’ll get quicker answers, shorter wait times, and easier access to the info you need - right when you need it.
Phase 1: May 12, 2025
Our new AI-powered support agent is now available in the Docebo Help Center for authenticated users. Built with generative AI search, it delivers instant answers right when you need them - accessible via a simple widget in the Docebo Help Center (a.k.a. The Knowledge Base). For assistance from our support team, please continue to reach out through our existing communication channels.
Phase 2: June 2025
Next, we’ll bring this AI agent to all chat services, along with a refreshed, smarter chat experience. Stay tuned for more details!
Phase 3: July 2025
Full rollout of the new chat experience to all customers. With this addition, chat will be available 24/7 for all customers!
We are committed to leveraging AI to streamline our services while ensuring that your needs are met with the highest standards of support and care.
AI Support Agent FAQs
As we begin integrating AI into our customer support operations, we want to ensure you feel informed, confident, and supported every step of the way. Below are answers to common questions about this new experience.
Can I still talk to a human if I prefer?
Absolutely. You can continue to contact our support team through the usual channels.
- You can raise a chat directly from your platform.
- You can submit a ticket from your platform or Docebo Help Center.
- For those with Premium Support, you can still call to speak with a Premium Support Advisor.
In future phases, we’ll also introduce the option to transition directly from the AI chat to a human agent when needed.
How accurate are the AI-generated answers?
The AI generated answers are using the content posted on the Docebo Help Center. We will not be pulling from outside sources at this time.
The AI agent is continuously learning and improving. We are working to ensure its information sources and logic are as reliable as possible. If you spot an inaccuracy, please provide feedback — it helps us make the system better.
What happens if the AI gives a wrong or unhelpful answer?
You’ll have the option to provide feedback directly within the chat. Your input helps us identify and correct gaps to improve accuracy over time.
Can I trust the AI to give me the same quality of help as a human agent?
Our goal is to deliver AI-powered support that enhances your experience by helping you find answers faster, not to replace human support.
This AI-powered assistant may occasionally generate inaccurate or incomplete information. Its responses are intended to assist with common questions, but should not be relied upon as definitive guidance.
Your interactions help us optimize the bot over time to improve your experience. Thanks for being part of the journey!
Is my data safe when interacting with the AI?
Yes. We do not collect personal data through the AI support agent. Access to the agent in the Docebo Help Center is limited to authenticated users simply to ensure a secure and controlled experience.
To ensure a safe and positive experience while using the AI support agent, please keep the following in mind:
- We may suspend your access to the chatbot if you misuse or attack it by introducing viruses, trojans, worms, logic bombs, or any other material that is malicious or technologically harmful (such as via a denial-of-service attack), or if you deliberately attempt to prompt the chatbot to generate responses that may be offensive or cause harm or reputational damage to us.
- Any personal data you choose to provide will be handled in accordance with our Privacy Policy, which explains what data we collect, how and why we collect it, and how it is stored, used, and shared.
- While we aim to ensure the chatbot is accurate, up-to-date, and free from bugs, we cannot guarantee that it will always function without error.
For more information, you can review the Docebo Privacy Policy here.
Will the AI have access to my personal information or past support conversations?
No. The AI does not have access to your personal information or previous interactions with our support team. You will see your conversation history during the same session. Those conversations will be removed once you leave the Docebo Help Center.
How is the information I provide to the AI used?
The information you share during interactions is used solely to generate relevant responses in the current session and to help us improve the AI over time. It is not used for profiling or marketing.
Is there a cost associated with using this feature?
There is no cost to leverage this feature. This is yet another way we are looking to get you the answers you need as quickly as possible.
What languages are supported?
The AI agent supports 30 languages and will interact with you based on your language locale. For the best possible experience, we recommend setting your language to English US.
