Culture Amp's Product Support service provides all users access to a fully automated support experience driven by generative-AI which uses extensive product documentation and specific conversation designs to help answer questions related to the Culture Amp product 24 hours a day, 7 days a week.
The automated support experience is also designed to handle requests for certain tasks and actions without the need for intervention by a Product Support Specialist.
How can I access automated support?
The automated support service will automatically respond to every request received via our support channels in the first instance unless we have specifically asked it to pass on a specific request type to the team. Any response provided will state that it was generated by an AI Agent if applicable.
How can I get the best out of the automated support experience?
The automated support experience is very advanced and can provide nuanced and specific information to most queries.
Here are some helpful tips to get the best of the service when reaching out:
Avoid only using keywords at the start of your conversation. As the automated experience is driven by generative-AI, it performs best when handling information provided in the same way you would ask a human support specialist. Using only keywords forces the AI Agent to guess at what you might need help with and it is likely going to guess wrong. Being specific will generally provide a very specific and in-depth response on most issues. For example, "Survey reporting" will generate a far less helpful outcome when compared to "How can I view the survey results by team and then share that with the team leaders?"
Make sure to include any of the key details we might need in your first message, but try to explain it in a way that references the product generally as well. For example, the name of your survey is incredibly helpful if the team needs to investigate a specific situation, but also include reference initially that it is an "Engagement survey" so the AI Agent can provide the right guidance when available. The Product Support bot is skilled in providing very specific guidance on even more complicated situations, but it does not have access to your account to understand any custom names or people.
Include any screenshots or a video of what you are experiencing, but also include a brief description of the issue you are referencing in your request. This is very helpful to understand the problem quickly and get to next steps without getting back to you for clarification first but allows our bot to provide assistance initially as well. The bot does not yet have the capability to understand attached videos and images.
Can I speak with a support specialist?
Yes. Our Product Support Specialists are available around the clock Monday through Friday. Simply ask to "speak to the team" (or any variation of that statement) or click the corresponding option during your automated support session to be connected.
What can automated support do for me?
The automated support service is able to handle the following types of conversations and parts of conversations:
Product questions
This covers most general and more advanced guidance related to the product including general navigation, how it works, what to do to achieve a specific outcome etc.
✅ Can handle
Account Administration
Employee Data
Integrations (HRIS, Communications, and Compensation)
Authentication
Engagement Surveys
Experience Surveys
Effectiveness Surveys
Performance Reviews (Manager Reviews, Self Reflections, Peer and Upward Feedback)
Calibrations
Anytime Feedback
1-on-1s
Goals
Development
API
❌ Cannot Handle
These will be automatically routed to Support Specialists.People Analytics
Tasks/Actions
This covers the submission of requests to perform a specific task or action that cannot be performed in the platform by a user.
✅ Can recognise and submit
Requests to enable/disable Question Level Comments on a survey
⏭️ Coming soon
Requests to access powerpoint exports on a custom survey
Requests to enable/disable kiosk mode on a survey
Requests to update demographics in a survey
Requests to set up SSO/SAML for an account
Product issues
In the event we are experiencing a known issue with the product, our AI Agent will also be aware and will advise you if your query may be connected.