The idea of suggesting relevant articles to answer people’s question has always been something that we wanted to do for Educate. The problem is the same: Users need to wait for replies from support team to get their simple questions answered if they are not aware of the Help Center.
We’ve already built a system to suggest articles for support teams as part of the initial launch, but it wasn’t ready to be used for suggesting articles directly to end-users yet. We were not certain about the quality of the suggestions, and how end-users would perceive the idea of a bot in business communication.
Post Educate launch, we’ve decided to refocus on this product feature as it would be the most impactful next iteration for the product. We wanted to explore the design solutions more exhaustively and perform researches to ensure that this feature wouldn't harm the overall experience.