Introducing AI‑assisted chat support

At Inform Direct, we have always focused on ensuring a great customer experience.

Our extensive knowledge base, consisting of hundreds of guides is already there to supplement our support team to help you manage your company records confidently. Now we’re taking the next step by introducing AI‑assisted chat support, built directly on the same trusted content you already use every day.

What is AI‑assisted chat support?

Our new AI‑assisted chat is available at any hour of the day, drawing on the information in our knowledge base.

You will be able to:

• Get an instant, tailored response based on our existing help content
• Follow suggested links to the most relevant articles
• Seamlessly move to a member of the Inform Direct team, if contacting us during working hours.

The same expert team, now with an extra helping hand

Let’s be clear: our support team is not going anywhere.

You will still be able to speak to the same knowledgeable, friendly people that you’re used to. They’ll continue to handle the more involved questions, complex scenarios and anything where you might need to talk to a person.

The AI‑assisted chat is there to:

• Answer queries instantly
• Help you find the right article without needing to search
• Capture the basics so our team can focus on what really needs human judgment

In many cases, the AI will resolve your question straight away. If not, it will pass you to a member of the team, along with the context of your query, so you don’t have to explain everything twice.

Built on our own knowledge base – not the open web

Because the AI‑assisted chat learns from our own help content and guides, it’s focused on:

• exactly how Inform Direct works,
• UK company secretarial requirements, and
• the kinds of tasks our customers perform in the system every day.

It provides the same information that you would find in our articles, just more quickly and in a conversational way.

This means you’re still benefitting from the same carefully researched, regularly updated content. It is just delivered through a new, more convenient channel.

Thoroughly tested with thousands of questions

We know that in the company secretarial world, accuracy matters.

Before making AI‑assisted chat available, we:

• Asked it thousands of practice and real-life questions, covering everything from simple “how do I…” queries to more nuanced scenarios you might encounter in practice.
• Carefully reviewed the responses, checking for clarity, accuracy and usefulness, then amending our knowledge base to ensure that it can answer perfectly in future.

That testing won’t stop. We’ll continually monitor how the chat responds to questions, refine its behaviour and improve the underlying content so that the answers you receive stay reliable and up to date.

When will I talk to a person instead?

You will still be able to reach our team within working hours after the initial AI response, or when:

• Your situation is unusual or involves judgment
• The AI response does not fully clarify the actions required
• Your situation is one which you would simply prefer to talk things through with a person

In those cases, the AI‑assisted chat has still done something useful: it has captured your initial question, so our team start from a clear understanding of what you need.

Our aim has always been to make company secretarial work simpler, faster and more reliable. AI‑assisted chat is another step in that journey. It is a new way to unlock the value of our extensive knowledge base, without losing the human support that so many customers tell us they appreciate.

You’ll start to see the new chat experience appearing in Inform Direct very soon. We look forward to hearing what you think and to helping you get even more from the system, whenever you need us.