What is Proactive support?
Using AI to anticipate needs and offer help before a problem is raised.
Proactive support is using AI to anticipate customer needs and offer help before a problem is raised. It is about momentum rather than deflection: identifying drop-offs, surfacing friction, and stepping in at the right moment, including tailored onboarding and lifecycle guidance.
The aim is support that feels integrated into the full product experience.
See it on SupportWire
Related terms
- AI as first responder Making the AI agent the default entry point for every conversation, and the end point for most.
- Hybrid by design AI and humans working as one system from the start, not stitched together after.
- Invisible handoff A transition between AI and human the customer never notices. Context carries over intact.
- AI copilot AI that makes human agents faster: summaries, categorization, suggested answers.