---
title: "AI customer support chatbot — answers from your own manuals | Certant"
description: "Generic chatbots dodge or invent. A Certant support chatbot answers from your own manuals and shows the customer the exact paragraph the answer came from."
url: "https://certant.ai/ai-customer-support-chatbot"
---

# A support chatbot that reads your manuals

It answers from your own manuals in plain English, and shows the customer the paragraph the answer came from.

[Start free](https://certant.ai/register) See the deflection maths

One line of HTML on any page. When no paragraph supports the answer, it hands off to a person.

Example

In one sentence

An AI customer support chatbot reads your documents and answers customer questions in plain English, with citations to the exact paragraph customers can verify.

If your customers can't see where an answer came from, they have no reason to believe it. The citation is what makes the answer checkable.

Sizing the queue

## Do the deflection maths

Work out how much of the queue your documents already answer. Most support teams have never done this arithmetic.

Your ticket count

Your ticket count is the starting number: how many tickets your team handles in a week, times 52.

Weekly tickets × 52

Doc-answerable share

The doc-answerable share is how many of those are already covered somewhere in your documents.

Covered by your docs

Cost comparison

The cost comparison puts your own cost per first-line ticket against the cost of answering it from a document.

Cost per ticket Cost per doc answer

Where it lives

## Same answers on every channel

The same citations too, wherever your customers happen to be.

Web widget

### One line of HTML

Drop the embed script on any page. It matches your brand, supports light and dark, and works on mobile.

- Customisable colours and copy
- Hand-off to live chat
- Mobile-first by default

Help desk drafts

### Sit inside Zendesk, Intercom, Freshdesk

Drafts the reply with citations. Your team approves, edits or rewrites, and the draft is waiting before they open the ticket.

- Shortens the first reply
- Keeps the human in the loop
- Learns from edits

Native channels

### SMS, WhatsApp, Messenger, voice

A different channel, the same answers and the same citations. Useful for member services and high-volume support where customers don't want to open a portal.

- Multilingual out of the box
- Voice with text fallback
- Consistent answers across channels

FAQ

## What CX leads ask

What is an AI customer support chatbot?

An AI customer support chatbot is a chat surface that reads your product docs, knowledge base and policies, and answers customer questions in plain English with citations. Unlike scripted FAQ bots, it handles questions it has never seen before.

How much can a support chatbot deflect?

Where a ticket is answerable from a document you already have, the chatbot handles it. Customers verify the answer via citations, and the remaining tickets reach a human with full context.

Will it hallucinate and tell my customers wrong things?

The risk exists with every chatbot. The fix is grounding. Every answer cites the source paragraph from your manual. If a paragraph doesn't support an answer, the bot says it doesn't know and hands off to a human.

Where does it live on my website?

Embed it as a chat widget on any page in one line, or drop it into your help centre, Slack, Microsoft Teams, your iOS or Android app. The same answers reach every surface.

Does it integrate with Zendesk, Intercom, Freshdesk?

Yes. Certant integrates with all of them. The bot can sit upstream (answering before a ticket opens) or inside the help desk (drafting agent responses for human review).

How is this different from Intercom Fin or Zendesk AI?

Those are built into specific help desks and tied to their data model. Certant is not tied to one help desk. It answers from your full document set, including PDFs and contracts the help desk never sees, and it stays the same if you switch ticketing tools.

## Answer from your own documents

Connect your documents and drop in one line of code. Customers can check every answer.

[Start free](https://certant.ai/register) [Book a demo](https://certant.ai/contact-sales)

Why citations matter

Customers don't trust an answer they can't check. Certant hands them the paragraph and lets them decide.