Model N's NICE Customer Awards page

Expanded Helpcenter as our Single Source of Truth for all customers

In advance of launching AI Helpcenter, we were determined to maximize the total volume of relevant content available for AI search results. We realized that a LOT of conceptual, fundamental and "how-to" content was locked away in the customers' paid "Learning Library" portals. So we made those materials available in Helpcenter, including:

• 200+ 'How-to' Guides 
• 100+ instructional videos ... and we added the transcripts of those video into the HTML as hidden text, so the AI engine will still find and utilize that content in generative answer!
• 'Want to learn more?' links to send the customer users back to their private Learning Library portal to take the formal self-paced training. 
• Deki to the rescue! - we needed to use Dekiscript to dynamically render the customer-specific "Learning Library" link  (The script grabs the Customer ID and looks up the corresponding unique CustomerPortal-ID (stored in a flat-text file saved inside Media Manager), and that ID is rendered in what becomes a customer-specific link - whew!) And customers who do not have a Learning Library subscription will get a message "Sorry, you need a Learning Library subscription in order to access the self-paced training. 

 

• Hop on the PDF Express!  One of our biggest applications never had their documentation in Helpcenter, and the content migration by article would have been a massive project. Happily, we realized the AI engine can read PDFs (under 5MB). So we took their large PDFs, carved into 5MB files (holding 80+ pages of content) and loaded them as PDFs on pages in Helpcenter. And that was all that was needed in order for that content to be utilized in the AI responses!!  This solved a 10-year old problem!!  NOTE: The 'Search Attachments' toggle has t o be ON in oder for it to work!
• So now a customer user of any Model N application is able to get great GenAI search responses in Helpcenter!

Launched AI Helpcenter and captured measurable results

We launched the AI version of Expert "AI Helpcenter" in July 2025, and adoption by customers moved steadily toward "GenAI first". It was clear that AI search was an improvement for customers (and internals)!

 

 

In March 2026, Model N's annual customer conference took place and our CEO announced in his keynote the improvements and measurable results. A proud moment for all of us!  Here's the slide:

At the same customer conference, we ran 2 live in-person customer learning sessions all about using AI Helpcenter! 

• We worked with over 30 customers and helped them to use (and see value in) AI Helpcenter - hands-on learning! We were surprised that some had no idea what Helpcenter was, so it was a great customer education opportunity!

  

While together in person, we also asked our customers what else they need to be more successful using their Model N software.

• Our customers redefined 'single source of truth' by telling us they really want to have their own content included in in AI searches.  And we are moving quickly to provide a scalable solution for that. AI Helpcenter has given us the great foundation to achieve this in the coming year!

Expanding uses of Expert platform beyond knowledge retrieval...

We appreciate how powerful and flexible the Expert platform is!  In the past year we built 2 different applications within/on-top-of Helpcenter.