Using Scout (AI Support Assistant) FAQ

Scout is Actionstep's AI Support Assistant. It's designed to help you find the answers you need to be successful using the platform. Specifically, Scout looks through Actionstep's comprehensive knowledge base and gives guidance based on these articles to help you perform tasks, find answers to common problems, give guidance on particular scenarios you are trying to achieve, and much more.

The following frequently asked questions can help you work with Scout:

• Q. What technology does Scout use to provide answers?
• Q. How secure is my data?
• Q. Does Scout monitor and track what I do in Actionstep?
• Q. How do your human support agents feel about Scout?
• Q. What sorts of questions can Scout answer?
• Q. How do I access Scout?
• Q. What do I do if Scout gives me incorrect information?
• Q. Do I have to use Scout for my questions? Is it a replacement for the original Support experience?
• Q. What other support options do I have?

Q. What technology does Scout use to provide answers?

Scout runs on an OpenAI, ChatGPT based generative AI model. Importantly, Scout is kept separate from ChatGPT and runs exclusively off the Actionstep Help Center with no ability for it to ask ChatGPT for help, nor does it use ChatGPT to better inform the answers it can give. However, it does use the same technology as ChatGPT and provides similar answers as a standard ChatGPT interaction.

Q. How secure is my data?

Scout does not access your firm's data. It only accesses the articles found in the Help Center. The technology that runs Scout is SOC2 Type 2-compliant and is regularly audited and tested to ensure the strictest security and protection. This provides the utmost protection for any enquiries that you ask Scout, and you can rest assured that anything you ask Scout is protected.

Q. Does Scout monitor and track what I do in Actionstep?

No. Scout only gives answers to the questions you ask it, and the answers are exclusively sourced from the Actionstep Help Center. No other data is tracked except for a sentiment analysis and automated categorization of enquiries in a reporting module within Scout. This information helps the Actionstep team refine the answers Scout is giving to ensure the support experience is continually improving.

Q. How do your human support agents feel about Scout?

The Actionstep Support team welcomes Scout fully as it understands the huge potential that AI-based support agents can provide. Not only do AI agents give the team an added productivity boost and an extra set of hands, Scout can help answer a lot of the simpler questions the team handles, which means the human team can spend more time working on the more challenging issues.

Q. What sorts of questions can Scout answer?

Scout can answer everything from how to generate reporting for your particular use case, creating contacts and matters with custom information, all the way through to answering questions regarding integrations.

However, Scout won't answer questions on regulated and highly compliance-bound topics such as trust accounting, financial audits, or similar enquiries. It can provide articles for review on the matters but it will not provide any definitive advice. 

It is also important to note, that due to the highly customizable nature of the Actionstep platform, Scout may not provide a solution that matches your exact configuration. Therefore, it is therefore vital to take your specific Actionstep configuration into account with any answers provided by Scout.

Q. How do I access Scout?

Currently Scout is available on our Help Center on the Home Page. Simply click the Ask Scout button and you can chat directly with Scout to get the answers you need.

Additionally, starting in mid-June 2025, Scout can be launched from the Actionstep platform and it will be available from the Knowledge Hub, found by clicking Help in the main Actionstep menu. 

Q. What do I do if Scout gives me incorrect information?

While Actionstep has dedicated a significant amount of time and expertise to ensuring Scout only gives factual answers based on its knowledgebase, sometimes this information can become out of date. A team regularly reviews and updates this content, so if you do come across some unhelpful or inaccurate information provided by Scout, submit an Actionstep Support ticket. 

Q. Do I have to use Scout for my questions? Is it a replacement for the original Support experience?

Not at all. Scout is here to supplement your Actionstep experience and is not replacing any existing Support options. If you prefer, Actionstep's team of amazing support humans is always here to help, no matter where you are.

Q. What other support options do I have?

It is important to Actionstep that you have access to support when you need it.  Your existing support options will remain the same:

• Help Center, which provides help articles for using Actionstep.
• Actionstep Academy, which provides guided training and learning.
• Contacting Actionstep Support.
• Knowledge Hub, which provides a centralized location for all Actionstep resources, like help, release notes, Academy, in-app onboarding, feedback, etc. (You can access the Knowledge Hub by clicking Help in the main menu.)