We’re always looking for ways to make it faster and easier for you to get help.
That’s why we’ve introduced our new Chatbot and AI agent aka VC Support Bot!
Using generative AI, both search our knowledge base and provide instant answers to common questions.
It’s designed to give you quick, reliable help without waiting, while still logging your request as a support ticket so our technicians have full visibility and can step in whenever you need more detailed assistance.
The Chatbot
You’ll find the chatbot in the bottom right corner of our Help Centre website.
Click the round chat icon to start a conversation.
You can ask questions in your own words, the bot will try to guide you, suggest articles, or help you find what you need.
If your question needs more assistance, you can choose “Request a callback”, and a support ticket will be logged with our team.
Once your ticket is logged, all communication from this point will be via email (not via the chatbot)
Once your ticket is solved, the chatbot is available again to ask a new question.
The AI Agent
When you submit a ticket (whether through email or the Help Centre), our AI agent may provide the first response.
It looks at your request and using our VC Knowledge Base, suggests possible answers right away.
This helps us get information to you faster, especially for common questions.
But don’t worry, the ticket is still logged in our system, and our human technicians have full visibility into it. If the AI answer doesn’t resolve your issue, just reply to the ticket as usual, and our team will investigate further.
Why We Introduced This
1) Responsiveness
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To give you the answers you need, instantly!
2) 24/7 Support
You can ask a question at any time, even outside of our working hours.
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The AI agent will try to help straight away, so you’re not left waiting.
3) Consistency The AI always pulls from the most up-to-date knowledge base articles.
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That ensures you get consistent, accurate information every time.
4) You’re Always in Control Even if the AI responds first, your ticket is still logged in our system.
Our technicians see the full conversation and can step in as soon as needed.
What This Means for You
You’ll still have the same access to our human support team.
The chatbot and AI agent are here to speed up the process, not replace our technicians.
You can always continue the conversation with us if the AI’s suggestion doesn’t fully solve your problem.
We’re excited to introduce these new tools and hope they make your support experience smoother and quicker.