Introducing Scout

Scout is Help Scout's AI agent designed to resolve customer conversations across Beacon and email while keeping your team in control of the customer experience. Evolving from AI Answers, Scout unites AI resolution into a single agent capable of using the right knowledge and instructions for each specific conversation.

One Agent Built to Adapt

Support teams often need AI to respond differently depending on the customer, brand, conversation, or context. Historically, creating specialized AI support required building and maintaining multiple separate agents, each with independent knowledge sources, instructions, and configurations.

Scout streamlines this process by bringing that specialization into a single agent with roles. Instead of managing distinct configurations across different setups, your team can rely on one agent that adapts its behavior and draws on relevant knowledge depending on the context of each interaction.

Resolve Support Across Channels

Scout expands resolution capabilities beyond Beacon into email, bringing autonomous AI support directly to the primary channel where customers reach out. While tools like AI Drafts assisted team members by preparing suggested responses for human review, Scout is built to autonomously resolve conversations across both email and Beacon when confident answers exist.

Maintain Autonomy and Control

Scout allows teams to define specific boundaries for AI interactions. Your team maintains full control over what Scout knows, how it communicates, and which types of conversations it handles.

When Scout has reliable information to answer a customer inquiry, it resolves the conversation autonomously. When a conversation involves sensitive topics, complex account issues, or requests requiring human judgment, Scout hands the conversation off to your team. To learn more about setting boundaries and preparing your knowledge base, see Scout Best Practices.

Next Steps

A reliable knowledge foundation is key to successful AI resolution. Explore these resources to prepare your knowledge base and review existing AI setup options:

• Set Up Scout — Learn the fundamentals of setting up Scout for AI resolution in Help Scout.
• Scout Best Practices — Optimize your knowledge sources and configure guidelines for handoffs.