What is Help-Desk.ai?

Help-Desk.ai is an AI chatbot builder platform for SaaS companies that lets you train the bot on your product data and embed a support widget so your users get instant answers.

How do I train the chatbot on my software documentation?

You can upload your product docs—PDF, TXT, DOC, DOCX—or paste text. You can also point it at your website so it ingests data from your support pages.

Can I control how the chatbot answers questions about my product and pricing?

Yes. You set the prompt, define a persona, specify guidelines, and control which data sources the bot uses (docs, website, internal FAQs).

Will the chatbot stay updated when my product changes?

Yes. You can refresh or re-upload documentation, update prompts, and retrain the bot so it stays current as your product evolves.

How do I add the chatbot to my SaaS app or website?

After training the bot in the dashboard, you’ll receive a widget integration code (JavaScript) to embed or install. That code launches the chat interface on your pages or app.

Can I customize the chat widget’s appearance?

Yes. You can configure colors, text, layout, and style to match your SaaS brand so the support feels native.

Is the chatbot able to answer subscription, account, and billing questions?

Yes. If you provide supporting documentation or guidelines, the bot can answer FAQs like plan features, pricing tiers, billing cycles, account upgrades, and cancellations.

Can I invite team members or support agents to manage the bot?

Yes. You can add users with roles (for example, editor, admin) so your support team or product team can update or manage the bot content.

How secure is my data and how is user privacy handled?

Help-Desk.ai stores your data securely. It uses your private documentation to train only your bot. It does not mix your data with others. You control access and retention according to your privacy standards.

How do I try Help-Desk.ai before committing?

There is a free option so you can test how well the bot answers your SaaS users’ questions before subscribing.

FreshBox Case Study | Help-Desk.ai

About

FreshBox is a leading online delivery service for high-quality, fresh food products based in Lviv, Ukraine. Specializing in convenient, same-day delivery of natural and nutritious items, FreshBox serves customers across Ukraine with a wide assortment of products including fresh vegetables, aromatic herbs, juicy fruits (both classic and exotic), groceries, sweets, nuts, dried fruits, gift fruit sets, natural cheeses, and refreshing beverages. The company emphasizes hassle-free online shopping, quality assurance from verified suppliers, and bonuses for loyal customers, allowing busy individuals to access premium products without the challenges of traditional markets or supermarkets. With a focus on freshness, variety, and customer satisfaction, FreshBox has grown into a go-to platform for everyday meals, holidays, and special occasions.

Challenge

As FreshBox expanded its operations and customer base, the volume of inquiries surged, covering order tracking, product availability, delivery issues, customization requests, and general support. Manual handling by the support team led to longer response times, averaging 10-15 minutes per query, especially during peak hours or holidays. This strained resources, increased operational costs, and occasionally resulted in customer dissatisfaction due to delays. Additionally, integrating support with internal tools like order databases and delivery logistics was inefficient, and there was no centralized way to share best practices or automate repetitive responses. FreshBox needed a secure, scalable solution to maintain high service quality while complying with data protection regulations in Ukraine and the EU.

Solution

FreshBox turned to Help-Desk.ai, an AI-powered help desk platform designed to streamline customer support through intelligent automation. Help-Desk.ai provides GDPR-compliant AI chat interfaces, integrations with tools like databases, Slack, and Google Drive, and features for creating custom assistants. Employees can access hosted models to handle queries in natural language, generate personalized responses, and automate workflows. The platform’s prompt library and assistant creator enable quick sharing of best practices, while seamless user management simplifies administration. This allowed FreshBox to elevate productivity, ensure data security, and avoid vendor lock-in.

Help-Desk.ai has transformed our support operations, giving us a secure way to leverage AI for faster, more accurate customer interactions while keeping costs in check.

Olena Kovalenko, CTO at FreshBox

Implementation

The rollout of Help-Desk.ai at FreshBox was phased for smooth adoption. Starting with a pilot group of 15 support agents, the team integrated the platform with their order management system and knowledge base. Training focused on user-friendly features like AI-assisted email drafting and query resolution. Employees were encouraged to build custom assistants for specific tasks, such as checking delivery status or recommending products based on past orders. Integrations enabled real-time data pulls from internal APIs, and a focus on collaboration allowed agents to share prompts company-wide. Within the first month, the system was expanded to the full support team of 50+, fostering a culture of innovation.

Outcome

Over the initial three months, Help-Desk.ai achieved an 75% adoption rate among support staff, with over 15,000 interactions processed. Response times dropped from 10-15 minutes to 1-2 minutes per query, saving an estimated 5,000 working hours annually. Costs for support tools were reduced by 40% compared to previous manual systems. Departments beyond support, including marketing and logistics, began using the platform for tasks like personalized outreach and report generation.

Key use cases include:

Internal Knowledge Assistant: An AI helper that pulls from the company’s database to answer employee questions on orders, inventory, or policies.
Customized Response Generator: Assists in drafting tailored replies to customer emails, incorporating order history and preferences for higher satisfaction.
Automated Query Handling: Reduces manual intervention for common issues like tracking or refunds.

FreshBox experience with Help-Desk.ai