Picsart Help Center & Chatbot
The public Help Center and in-product support chatbot for Picsart — a structured, searchable knowledge base paired with an automated assistant that resolves common questions instantly and deflects the repetitive contacts before they ever reach a human, at consumer scale.
What was broken
At 86 million monthly active users, the same questions arrive millions of times — account setup, subscriptions, a handful of recurring snags. Without strong self-serve, every one of those becomes a support ticket. The Help Center and the chatbot had to absorb that volume up front, or the human team would drown in it.
What I built
Two layers working together. The public Help Center — structured categories, searchable articles written to actually answer the question — so users can self-serve at their own pace. And an in-product support chatbot that meets people at the point of need: it offers guided quick-replies for the common intents, returns instant answers, and escalates to a human only when it genuinely has to.
What changed
Meaningful contact deflection. Users find answers through search and articles, and the bot resolves the high-frequency intents on the spot — so human agents spend their time on the cases that actually need a person, instead of repeating the same answer thousands of times a day.
Walkthrough
The in-product support assistant — instant answers and guided quick-replies
