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Google support pages start defaulting to AI chatbots – it might be for the best

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Google support pages start defaulting to AI chatbots – it might be for the best

Google is starting to move its support pages from detailed articles to AI summaries with a chatbot, with an added set of steps to access the full details of the any given page.

The Google Help portal is full of detailed articles that provide step-by-step processes for using a feature, documentation on where features are available or restrictions on them, as well as troubleshooting steps if something goes awry. It’s a massively useful resource, but one that Google is now changing.

Starting with support pages under Google Account Help, the company is shifting these support articles to an AI summary rather than a dedicated article. “Ask Google Help” will display a condensed version of the support article with direct troubleshooting steps, with the user then able to type in queries to have Gemini help figure out the next step forward.

A “View Sources” button at the bottom of the AI response allows users to still access the original article, but direct links to any of these articles now defaults to the AI experience.

An example can be seen below on the “Secure a hacked or compromised Google account” page that Google’s own support account directed users to within the past few days. It can also be seen on the “Fix common issues with 2-Step Verification” page and, as far as we can tell, any support pages on the Google Account Help forum.

Google, as of right now, appears to only be testing this on select support topics. The Google Pixel Help section, for instance, still defaults to articles , whereas the Google Chrome topic has also moved to the new experience.


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