In-product assistant

Answer for the screen your user can see

A billing clerk asks how to split a shipment across invoices. Instructions for an older menu or a different plan turn help into another obstacle. Content tied to screens, releases, and plans gives an in-product assistant a usable starting point.

See the comparison

The task in this example

How do I split one shipment across two invoices?

Business goal: Build brand loyalty
Business metric: Feature adoption

The instructions have to match the interface

The same Larkspur Freight clerk uses the same eligible plan and current release in both conversations. The content’s currency and screen context change.

Chat comparison

The menu has moved

The topic describes the previous release’s invoice menu.

How do I split one shipment across two invoices?

Open the old invoice menu and choose Split shipment.

The clerk cannot find the command

The task matches this release

The task topic carries the current screen ID, release, and plan applicability.

How do I split one shipment across two invoices?

On the shipment’s Invoicing screen, choose Partial invoicing, allocate the first invoice amount, then create the second invoice for the balance.

The clerk can follow the applicable steps

From a matched topic to a completed product task

A useful answer helps the clerk use the feature. Adoption should count successful use, while support contacts reveal where the explanation still fails.

Recognize the task

Connect the user’s phrase to Partial invoicing.
- Users’ words recognized
Scope the steps

Use the current screen, release, and plan.
- Screen match
- Plan scoping
Complete the work

Observe whether the clerk finishes the split.
- Task completion

Business metric

Feature adoption

Measure eligible users completing Partial invoicing over a defined period, with the same completion rule.

What to measure and how to interpret it

Test representative screens, releases, and plans, including an ineligible plan. Record the context passed to the assistant and inspect the retrieved topic before scoring the answer.

Users’ words recognized: Share of paraphrased requests mapped to the intended Partial invoicing task.
Screen match: Share of sampled answers whose commands and labels match the active screen and release.
Plan scoping: Share that include only steps available to the user’s plan and explain an unavailable feature accurately.
Task completion: Share of eligible attempts ending with the intended two invoices, checked through product events or observation.

Check the business result

Compare feature use among similar eligible users. Track subsequent help requests alongside completion; a user who leaves chat may still be stuck. Retention and ticket deflection are secondary effects to investigate after task success is established.

Schedule a call

Attach help to the product context

A task needs more than a title. Its screen relationship, release, and plan metadata let the assistant distinguish today’s steps from a similarly named task.

Billing / Shipments / Partial invoicing

Task topic

Split one shipment across two invoices

Allocate part of the shipment to the first invoice and invoice the remaining balance separately.

User phrase: Split a shipment
Feature: Partial invoicing
Screen: Shipment → Invoicing
Applicability: Current release; eligible plan
Completion check: Two invoices together cover the shipment balance

Intelligent content

Keep the task’s steps and completion check together and maintain them when interface labels change.

Taxonomy

Map user phrases to features and classify tasks by screen, plan, and release. These fields scope retrieval; the app must provide the current values.

A practical starting point

Choose a frequently abandoned task. Compare the assistant’s instructions with the current interface for each supported plan, then instrument task completion.

The application supplies session context and enforces entitlements. Documentation metadata cannot make an unavailable feature accessible.

See how this scenario works