Brainfish Assist (Chrome Extension & Instant Answers Overview)

Welcome to Brainfish Assist, an innovative tool designed to revolutionize your team. As an addition to our Brainfish suite, our Assist empowers support agents and internal staff by transforming them into product experts.

With our AssistChrome Extension, not only will you see a reduction in response times, but you will also witness an overall improvement in the knowledge of your team.

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Overview: Brainfish Assist

Brainfish Assist is designed to streamline knowledge sharing and task completion for teams. It functions as a Chrome extension that persists as a sidebar within the browser, allowing users to access their organization's knowledge base without leaving their current tab.

Brainfish Assist is also an interactive sidebar tool designed for internal support teams to quickly retrieve accurate answers to product questions. By using natural language queries, it eliminates the need to manually search through scattered documentation.

When to Use Brainfish Assist

Use Brainfish Assist when you need to answer a customer inquiry or find internal product information quickly. It is particularly useful for support agents handling tickets who need immediate, verified information without leaving their workflow.

Getting Started

Setting up Brainfish Assist is a seamless experience. You simply need to install the Chrome Extension. And you're done!

Note: To use Brainfish Assist, you must be a Brainfish customer.

What to Expect from Brainfish Assist

Brainfish Assist provides detailed responses to queries about internal and external content stored in Brainfish, offering step-by-step instructions to resolve issues. It utilizes your own unique content, and through AI technology, it provides consistent, accurate replies to queries in just a few seconds.

The supporting articles that empower the assistant’s responses are accessible to your agents. This provides further information to help them, including any follow-up responses. Our system also allows agents quick access to their own notes and team documentation, which proves useful for complex cases that require an extra detailed response.

With Brainfish Assist, expect a new level of efficiency in your customer service process. We are excited to be part of your journey to exceptional customer service!

Using Brainfish Assist for Instant Answers

Follow these steps to use Brainfish Assist to get instant, article-backed answers while you work:

1. Open Brainfish Assist: Open Chrome and click the Brainfish Assist extension icon to show the sidebar, or use the existing sidebar on the right side of your browser.
2. Ask a Question: In the chat input field, type your question in natural language (for example, "How does Brainfish pull articles?"). You can do this from any tab where Assist is visible.
3. Review the Response: The system will instantly craft a response based on your existing documentation and other content stored in Brainfish.
4. Check Sources: Scroll to the Sources section at the bottom of the response to see which articles were used. Click these links to open the full documentation if deeper context is needed.

What to Expect from Brainfish Assist (Chrome Extension Sidebar)

Brainfish Assist is specifically built to support teams in completing tasks, such as formulating responses to emails, by leveraging your stored documentation. It appears as a persistent sidebar within your browser, making your Brainfish knowledge available wherever you work online. Easily switch tabs in Chrome, and Assist stays there.

Key Capabilities

• Persistent Sidebar: The tool remains available on the side of the screen as you navigate different pages.

• Chrome Extension: Easily installs and integrates into your browser workflow.

• Task Assistance: Helps teams complete tasks (for example, drafting responses to emails or tickets) using your organization’s existing documentation.

• Works across the web: If you allow the relevent permissions (when prompted), you can use Assist across any web page. It will use what you’re looking at on the screen and provide responses supported by your Brainfish Knowledge base.

Where Brainfish Assist focuses on:

• Turning support agents and internal staff into product experts

• Answering queries about internal and external content stored in Brainfish

• Providing detailed, step-by-step responses linked to underlying help content

• Staying with you as a persistent sidebar while you work in any web app (for example, email, CRM, support tools)

• Helping you complete tasks faster (for example, drafting email replies) using your organization’s existing documentation

Generating Email Responses with Brainfish Assist

Brainfish Assist can draft responses to customer inquiries by analyzing the context of an incoming email or ticket and searching your existing knowledge base for the correct information. This allows agents to provide accurate answers quickly while maintaining control over the final communication.

When to Use This

Follow this process when you receive a customer email or support ticket (for example, in a platform like Help Scout) and want to generate a knowledge-based response without manually searching through documentation or typing the full reply from scratch.

Step-by-Step Instructions

1. Open the Ticket: Navigate to the email or support ticket you need to answer.
2. Activate Context: In the Brainfish Assist sidebar, ensure the feature to "include this page as context" is active. This allows the tool to read the customer's question directly from the screen.
3. Generate Response: Brainfish will search your existing knowledge base to find relevant information and automatically format a response to the specific question asked (for example, "How do I upload new documents?").
4. Review the Answer: Read through the generated response to ensure it addresses the customer's needs.
5. Copy the Text: Click the Copy icon or button located on the response card.
6. Paste and Send: Paste the copied text into your email reply field. You can then make any final edits before sending it to the customer.

How It Works

• Contextual Analysis: By using the page context, the tool understands the specific query without you needing to type a search prompt.

• Knowledge Base Search: It scans your verified documentation to source the answer, ensuring accuracy.

• Formatted Output: The result is presented as a ready-to-send message or a structured set of instructions.