Google is starting to move its support pages from detailed articles to AI summaries with a chatbot, with an added set of steps to access the full details of the any given page.
The Google Help portal is full of detailed articles that provide step-by-step processes for using a feature, documentation on where features are available or restrictions on them, as well as troubleshooting steps if something goes awry. It’s a massively useful resource, but one that Google is now changing.
Starting with support pages under Google Account Help, the company is shifting these support articles to an AI summary rather than a dedicated article. “Ask Google Help” will display a condensed version of the support article with direct troubleshooting steps, with the user then able to type in queries to have Gemini help figure out the next step forward.
A “View Sources” button at the bottom of the AI response allows users to still access the original article, but direct links to any of these articles now defaults to the AI experience.
An example can be seen below on the “Secure a hacked or compromised Google account” page that Google’s own support account directedusers to within the past few days. It can also be seen on the “Fix common issues with 2-Step Verification” page and, as far as we can tell, any support pages on the Google Account Help forum.
Google, as of right now, appears to only be testing this on select support topics. The Google Pixel Help section, for instance, still defaults to articles, whereas the Google Chrome topic has also moved to the new experience.
Beyond support pages alone, this new design also impacts the central hub, with links to topics no longer showing by default in exchange for an AI chatbot that helps you find the relevant page.
Ironically enough, the Gemini topic is one of the ones missing this Gemini-powered experience.
9to5Google’s Take
While my initial reaction to this was skeptical, I think this is a rather good use of AI.
Google’s support page collection tends to be a bit of a labyrinth of links and vague search terms. Finding the specific page needed to address the problem you are running into can be very difficult. Meanwhile, Gemini’s inherent ability to understand natural language queries and find associated sources is very powerful in this regard.
I’m still a bit iffy on whether or not dedicated support articles should be converted into an AI summary (which Google still warns could be inaccurate), but using Gemini as a search and troubleshooting tool in this specific regard really highlights a strength of the technology.
What do you think?
More on Gemini:
- Google rolling out Universal Cart that lets you shop the web and find deals with Gemini, Search
- Gemini AI Plus subscribers will lose access to Pro models next month
- Gemini ‘Task’ redesign integrates Spark into the main chat app
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