Announcing Educate: what a knowledge base should be

Educate, a new Intercom product, aims to deliver help content to customers whenever and wherever they need it. It focuses on four themes: embedded content that can be shared directly in conversations, suggested articles powered by machine learning, actionable feedback from customers, and no dead ends where customers always have a way to get in touch with a real person. Self-service is more than just a help center, and Educate's approach is system-driven rather than channel-dominated. The product also incorporates conversational AI to surface content intelligently and allow for quick iteration based on customer feedback.

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