Inkeep

AI for Customer Experience

Contact for Pricing

Description

Inkeep is an AI platform designed to elevate customer self-serve and support experiences. It leverages an organization's existing content—documentation, help centers, websites, community forums, and internal knowledge bases—to power its AI solutions. Users benefit from an AI assistant that provides trustworthy answers with citations, capable of handling complex questions while staying on topic and admitting when it doesn't know the answer.

For support teams, Inkeep offers a Copilot feature that integrates with popular ticketing systems like Zendesk, Salesforce, and Hubspot. This copilot assists agents by drafting answers based on past tickets, Slack threads, and documentation, summarizing conversations, and suggesting next steps. Furthermore, Inkeep provides AI agents to automate workflows such as generating thoughtful auto-replies, powering intelligent support forms to deflect tickets, and handling ticket routing and labeling. The platform also delivers actionable reports highlighting gaps in content based on user interactions, helping businesses continuously improve their knowledge resources.

Key Features

AI Assistant: Provides self-serve support answers based on your content with citations.
Support Copilot: Assists support teams within ticketing platforms (Zendesk, Salesforce, etc.) by drafting answers and summarizing issues.
AI Agents: Automate support workflows like auto-replies, intelligent forms, and ticket routing.
Content Gap Reports: Identifies unanswered user questions to pinpoint documentation needs.
Unified Search: AI-powered search across all content sources, improving findability.
Wide Integration: Connects with docs, help centers, apps, Slack, Discord, and various ticketing systems.
Data Source Flexibility: Ingests public content (docs, websites, forums) and private data (tickets, internal Slack - Enterprise).
Developer Platform: Offers React/JS components and APIs (RAG, Question-Answer) for custom implementations.
Security Focused: SOC 2 Type II compliant, no training on customer data, PII removal options.

Use Cases

Enhancing customer self-service support.
Improving support agent productivity.
Automating repetitive support tasks.
Reducing support ticket volume.
Identifying and filling knowledge base gaps.
Providing consistent answers across platforms (docs, app, Slack).
Scaling customer support operations efficiently.
Building custom AI tools using provided RAG API.

Frequently Asked Questions

Can I use Inkeep as an internal Slack bot?

Yes, Inkeep offers Slack bots suitable for both external community channels and internal use to assist support, solutions, and sales teams (internal use typically available in the Enterprise plan).

How often is content kept up to date?

Content sources are automatically synchronized every 24 hours. Enterprise plans offer the ability to trigger on-demand updates via GitHub Actions or Webhooks.

How are forums used as a source?

Inkeep can ingest historical messages from community forums like Slack, Discord, and Discourse, using them as a knowledge source to answer user questions.

Can I use Inkeep with Zendesk?

Yes, Inkeep provides a Copilot feature that integrates directly into ticketing platforms like Zendesk to assist support agents.

How are the AI reports on content gaps generated?

Inkeep analyzes user questions, particularly those that don't have clear answers in your existing content, and generates prioritized summaries to help you identify and address these knowledge gaps.