01
In-screen self-service
AI walks users through multi-step software tasks so they resolve issues without filing a ticket.
Support deflection that still knows when to escalate
AI resolves routine navigation and software questions directly on screen. When a technical glitch or policy exception arises, the case escalates to your helpdesk with complete DOM and step history.
Repetitive procedural questions overwhelm support teams
Support agents spend hours answering basic questions about button locations or password resets. These repetitive tickets bury high-priority incidents and increase response times.
A recurring team moment
"A user gets blocked configuring an integration. The assistant guides them through initial settings, detects a permission error, and transfers the ticket to support with full DOM state attached."
Intelligent deflection and structured helpdesk handoff
02
Context-rich escalations
When an issue escalates, the agent receives the active URL, DOM state, completed steps, and failure reason.
03
Helpdesk connectivity
Direct integration with existing helpdesk tools: ServiceNow, Jira Service Desk, Zendesk, Intercom, Crisp, or Chatwoot.
04
Documentation insight
Uncover frequent unresolved questions to enrich your internal documentation and standard operating procedures.
How it compares
Traditional support chatbots return walls of text that leave users confused. Adoption Layer highlights the exact action on screen and transfers complete technical context when human help is needed.
How it fits the team's operating rhythm
Covered workflows
- Resolving routine navigation questions autonomously
- Automated escalation to helpdesk with full DOM state
- First-contact resolution without preliminary questions
- Continuous knowledge base enrichment
What to expect
Your Tier-1 ticket volume drops significantly. Support agents solve complex cases on the first reply with all technical details in hand.
Setup and privacy
Connect your knowledge base and configure escalation rules to your existing chat or ticketing software.
Frequently asked questions
Does Adoption Layer replace our current helpdesk?
No. It acts as a front-line in-app assistant that resolves routine UI tasks and routes complex issues to your helpdesk.
What details transfer to the support agent on escalation?
The user's initial question, active URL, structural DOM snapshot, and all attempted guidance steps.
Is helpdesk integration complicated?
No. Adoption Layer integrates via standard browser SDKs and APIs for ServiceNow, Zendesk, Intercom, Crisp, and Chatwoot.
How is data privacy handled?
Analysis automatically excludes form input values, passwords, and private user identifiers.