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Vent - AI Support Agent in Chat

  • March 30, 2026
  • 1 reply
  • 51 views
Annarose.Peterson
Hero III
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Sorry to vent, but I’m hoping to get some visibility on that AI Support Agent that is in the Help Desk chat when you first open a chat.

For lack of better terms, it sucks. 

It’s totally been giving me incorrect information, and then when I ask to explain a response it tells me it doesn’t know what I’m talking about and to rephrase my question? So then I have to ask twice for a human (well, I have to ask once, and then the chat bot makes me type a response to confirm). 

The chat had been helpful in us having to open tickets for quick questions, and I was such a big fan of it, but with the addition of the Ai agent, I think I’ll have to go back to just submitting tickets. 

If anyone knows if there is a way that we can help train it to provide better responses, or knows of a way to disable it, let me know. 😕 

Annarose Peterson (She/Her)

    1 reply

    maria.lecoindre
    Docebian

    Hi Annarose,

    I'm Maria, and I look after our Support Operations team at Docebo. I took a look at your most recent interaction with the AI agent, and I can see where the frustration came from.


    We've launched the AI Agent to give you quick access to answers for straightforward questions while still making it easy to connect with a human when you need one. It's been working well for most customers, but clearly your interaction wasn't one of those and we want to improve that.

    If you're curious about the bigger picture of what we've been building, we shared more here.


    I'm taking your feedback back to the team so we can look at streamlining our process but If you encounter issues in future chats, we have a short feedback survey that goes directly to our Support Operations team. You may also be prompted to provide feedback directly within the chat, which is equally valuable.

    Thanks for your feedback.
    Maria

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