WonderSuite Series #4 – How WonderHelp can help you support your website clients

[00:00:04] Nathan Wrigley: This episode of the WP Builds podcast is brought to you today by Omnisend the top rated email and SMS marketing platform for WordPress. More than a hundred thousand merchants. Use Omnisend every day to grow their audience and sales ready to start building campaigns that really sell. Find out more at www.omnisend.com

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Hello. Hello. Good afternoon, good morning, good evening. Whatever time of the day it is. You can see it's dark here, so it's coming towards the evening. I'm joined by Jocelyn. She's over there by Jocelyn. How you doing, Jocelyn?

[00:01:11] Jocelyn Hendrickson: Hi, I'm good. It's morning here where I am.

[00:01:13] Nathan Wrigley: Yeah, Oh, I wish it was morning here. I've squandered the day, but nevertheless, this'll be a productive, it might be an hour, it might be shorter. Let's see how it goes. But Jocelyn is here. Joining us from Bluehost. Jocelyn, is the senior product manager of WordPress Commerce at Bluehost. She's got over 10 years experience in the web hosting industry.

She led the development of the one of Wonder Cart, which allows merchants to create promotions and deals, then to launch them on a schedule, in their store in just a few clicks. But we're not gonna be talking about that today. We're gonna be talking about something literally hot off the press. it's gonna be exciting.

It's called Wonder Help, and as you might imagine. It helps. So we're gonna see how that works today. just a few bits of housekeeping, if that's all right. Jocelyn, just before of course, we crack into the demo. if you are joining us and you wish to make a comment, that would be lovely. Please feel free to do that.

the best place to do that, depending on where you are joining us, would probably be our live page. It's wp builds.com/live. If you go over there and please send people there, go onto your social media and instruct them with all. Speed to go to wp builds.com/live. You need to be logged into Google, 'cause there's YouTube comments over there.

Or you can use the little black box in the corner. It says live chat or something. You can use that. If you are joining us from Facebook, you have to allow the platform access. Head to wave.video. Slash lives slash Facebook and authorize us over there. And if you do leave a comment or a question, I will, put that in front of Jocelyn at the appropriate moment.

yeah. Jocelyn, do you wanna just introduce yourself once more? I know you've been here in the past, but just a, I know I gave you a quick bio. Is there anything you want to say before we crack into it?

[00:02:59] Jocelyn Hendrickson: No, you covered a lot of it. I've been at Bluehost for. Going on 11 years here in the next month or two.

And it's been very exciting, especially, transitioning into the WordPress world, which I have not always focused on at Bluehost. It's been in the last couple of years that I've really dived into this aspect of it. And so it's been really exciting to be able to, not only go to all the different word camps, I was in Asia last year.

Or this year. Oh, nice. That was this year and was in Athens and went to WordCamp US and I just got an email that I will be speaking at WordCamp Asia in Taiwan. In March.

[00:03:38] Nathan Wrigley: So excited you're doing the rounds. I'm excited about that. That's quite a laundry list of events. That's fabulous. How lucky you are.

That's

[00:03:44] Jocelyn Hendrickson: great. Yeah. So I'm excited to be able, very honored to be able to, speak there, and to see everybody

[00:03:51] Nathan Wrigley: again. Yeah. I've, yet to meet somebody who went to Word Camp Asia who didn't think it was something remarkable. Oh, it was incredible. That was something in the water on that event. Yeah.

Yeah. Which, hopefully it'll be repeated in Taipei. I was gonna say this year, but it's not. It's in 2024. It's coming up soon. Yeah. but we're gonna talk about Wonder Help today. Before I share the screen, do you wanna just give us a little preamble into what its purpose is and. How it fits into the bigger product offering over at Bluehost.

[00:04:19] Jocelyn Hendrickson: Yeah, absolutely. So the biggest thing with Wonder Health is it's an AI powered tool that's embedded into WP admin. one of, when we do our customer feedback and outreach and both inbound customer research, one of the biggest things that we hear from customers repeatedly is. Where do I find help?

I can't find help. Where do I, it's really difficult and I will say there is so much documentation out there about WordPress, but that can be overwhelming itself, and it's not really easy to find help within WordPress unless you really know. Where to look. And a lot of the customers that we have, coming through, we have a lot of novice customers, first time builders, and we wanted to be able to provide them something that was right there at their fingertips so they're not, switching back and forth, going to find other resources.

because one thing, it's with the documentation out there, as I'm sure you're aware of. It also depends on the theme that you're using and the version of WordPress you're running and the plugins that you have installed and activated. And every once in a while we, I recently talked to a customer that went.

Through, there was like an hour and a half long video on Elementor, and they're looking, they watched it, but they weren't doing side by side. And they go back and they're like, I didn't see any, they didn't have Elementor installed. Oh, and they did not? No. Oh, good grief. They thought that they were just learning WordPress.

Oh. And they're like, this is not what I was learning. And there's so much documentation out there, and I think that there is so much, I say jargon, but not in a bad way. But, there's so many names, so many words, so many things that are so new for people that I. It can be quite overwhelming, I think.

Yeah. I

[00:06:09] Nathan Wrigley: had no, just I'm immersed in WordPress, so those kind of errors, like that's element or this is not a video you should be watching. That's, self-evident to me because I am immersed in it. But yeah, if I was to put somebody, in my family who's got no familiarity with WordPress, that's true.

I hadn't thought about that. Yeah. so the idea is to, you are gonna bolt something into sites launched on Bluehost, which will enable you to, I guess like short circuit, the Google experience. You might have to go out and look for quite so much stuff. A lot of it's gonna be baked into the admin itself.

Yeah. Yep. Yep.

[00:06:50] Jocelyn Hendrickson: That's the goal. And and I think also along with that too, there's so many different. step by step, things. And what if somebody hasn't updated their, how, tutorials in five years with how much things have changed and Yep. things get outdated. they can get outdated quite frequently.

And our goal is to really have some quality content that is available at their fingertip. They can ask questions, and

[00:07:16] Nathan Wrigley: Okay. Yeah, just right there. So you mentioned ai, but you also mentioned quality content. Have you? Yes. How does that work? How do those two things go together? 'cause when I hear content, I always think a human wrote that.

that's at least my intuition. Whereas when I hear ai, I think a, a robot scrape to that and then cobbled together something that approximates content. I, is this human made content that the AI is then surfacing? Maybe you're gonna show us this, I dunno.

[00:07:41] Jocelyn Hendrickson: Yeah, so that's a really good question.

So it's actually all originally generated by ai. So if a user goes and they type in a query, then it's. Generated by ai. If there is not a good match, we'll say, Hey, we don't have a match for this. And we're able to see all of the responses, the questions, that we get, that is shown to the users, and also see that there's no content for some of them.

okay.

[00:08:08] Nathan Wrigley: So you get those heuristic back and you can fill in the gaps of the Oh, that's neat.

[00:08:11] Jocelyn Hendrickson: Yeah. Because some of the things can be difficult to scrape the answers like. People ask very specific things that sometimes it's like, what does this mean? And sometimes we have to fill in the blanks.

or again, it might be scraping outdated content that's like just not quite right anymore. so we also have feedback that we're getting from customers that's was this helpful? Yes or no? And for the ones that they're saying, no, it wasn't helpful, we can go and say, okay, why wasn't that helpful?

How can we make it better? Or how can we train the model to surface better answers? Based on the responses that we're

[00:08:46] Nathan Wrigley: seeing. You may wish to answer this, you may not, it's entirely up to you. But is the LLM the language model, is it, is it a, like a, what's the right word? Is it a siloed model?

So in other words, is it just trained on a certain subset of data? So I don't know, the blue host data or maybe the WordPress codex or something like that? Or is it just going straight into. GPT chat, GPT or something like that and pulling answers back out. Yeah. So

[00:09:13] Jocelyn Hendrickson: there's a combination of all of the above.

we've been able to provide it with some of our help, our resources on our blog Yeah. Or our knowledge base, with the WordPress codex. And then some of it too, depending on the question that they ask, it, it goes to the, standard GPT questions.

[00:09:33] Nathan Wrigley: Okay. Got it. And one final thing before we share the screen.

Yeah. I'm guessing, and I, don't really have any knowledge as to whether this is true or not, but I keep hearing this fact that for a hosting company, one of the biggest things which is problematic as a hosting company is churn. Just the idea that lots of people sign up and they get confused and you, they disappear and you never hear from them again.

I suppose this solution is a double-edged sword. It's helping the users. Because they get quick access to things that they need to find the answer to. But also, I'm guessing it helps you because as a hosting company, if you can provide that solution, which is right there at the time that they need it, that churn rate hopefully will, start to creep south.

[00:10:16] Jocelyn Hendrickson: Yep. Yep. One of our, one of our biggest goals with that as well as helping customers publish early, I, we, I think that we see the customers who have success early on, they're able to get their side out to the world. I feel like they're. Far more motivated to continue Yeah. Than, than being frustrated in those first couple weeks when it can be so difficult and overwhelming for them to.

To publish.

[00:10:39] Nathan Wrigley: if you're interested in the content that you're seeing today, this is one of four parts he said holding. Yep. Well done Nathan. You've got the finger number, right? four part series. This is the fourth of four. you can find those over at wp builds.com/demos/archive. So demos archive with a hyphen, InBetween.

And over there you're gonna find information about Wanda cart, Wanda Suite in general and. obviously this one Wonder Help. What was the other one that we did? I've forgotten. There's Wonder

[00:11:09] Jocelyn Hendrickson: Start, and Wonder Blocks That Oh, wonder Blocks there we, yeah. Chris is the one that, demoed those.

[00:11:14] Nathan Wrigley: Yeah, so all of those, all that information about what Bluehost have got to offer.

So I guess it's time. If you are, if you're happy with, shall I share your screen and we'll get on with the demo of what it can do? I'm very happy. Let's do it. Okay. Let's do it. All righty.

[00:11:27] Jocelyn Hendrickson: So I'm starting here. I know that, Chris walked through this is Wonder Start, that he walked through a couple weeks ago, but what I wanted to call out here as it relates to, wonder Help, and I think that in your podcast that you did with Jason, he repeated the theme, again and again is that we wanted the Wonder Suite to be very integrated with one another and have.

A lot of handoff and be very intelligent with the answers that the customers provided from Wonder Start to blocks to, being in their dashboard. So when I go through my setup. Here, one of the first questions we ask is the customer's experience level. And so for users that say are novice, and they said, I've never used it some, I'm an expert.

The wonder help can change dynamically the behavior that it has by default based on this answer, right? For the sake of this, I'm gonna go ahead and I'm gonna say I've never used it and continue the setup and we're not gonna go all the way through the onboarding. but for this, I've got my arts and craft store.

And I'm skipping through all this just

[00:12:38] Nathan Wrigley: so I can That's okay. But what, get that, but what you've just done is go through the onboarding process, but skipped it so that you don't have to

[00:12:45] Jocelyn Hendrickson: Yeah, exactly. Exactly. I wanted the show, but we don't need to go through the No, color palette selection, yeah.

Yeah. the biggest point is that I've, said that I've never used that. I'm a novice, I'm gonna complete my setup. And you'll see over here we have this help center that's open by default for a novice user. So this here on the right side is the Wonder help.

[00:13:08] Nathan Wrigley: So that panel there is Wonder Help, which is invoked from the little toggle in the, admin bar at the top.

Got it. Yep. Right, there, Yep. Yep.

[00:13:16] Jocelyn Hendrickson: So for the novice users, we As we know, there's so many options that you see across, and I think oftentimes people can get easily blinded by what some of these icons are. They may not be clicking into everything. And really the goal is to have it be very obvious that it is here.

They can ask the help questions. and over here these are some of the trending or popular questions that have been asked. And so customers can click into those or they can come in here and freeform type. Any question that they have on getting set up. And so what's nice about it is I'm gonna come here and I'm gogonna say, oopsIt helps if I click into the actual. Form

I add a user, so you can see I've asked that before. And so what's this doing is this is contacting the AI services, it's searching, and the way that we can keep costs down is that once a question's been asked, we don't need to reach back out to AI again. We store that answer and so we're not generating it from AI again, and we can resurface.

The questions that we already have cashed and stored, and this is where we can come through and we can, as employees, as product owners, as product managers, as developers, we can validate the responses that we're seeing.

[00:14:42] Nathan Wrigley: Okay, so there's, like this iterative process in the background, like for you as, employees of Bluehost, you're checking this stuff.

So if that gets surfaced by the AI and it's served up to somebody, maybe, or maybe not. I dunno if it's a hundred percent at the time, but at, some point a human will cast their eye over it and say, actually that is it. That's the. That's a good answer. Yep. Yeah. Oh, okay. Yep. Then it gets cashed and reused.

Yeah. Yeah. Yep.

[00:15:10] Jocelyn Hendrickson: And then if they, the same thing is here, did this result help you? Yes or no? We store that value if it was helpful or not helpful. Yep. And the ones that aren't, we can go through and we can say, why wasn't this helpful? And it could be a combination of things. It could be that maybe it was a very generic and vague response.

It could be that the question didn't have the right. Question. I don't know how to, it, like if there wasn't enough context for it to, serve the right question. so as an example, sometimes an example,

[00:15:40] Nathan Wrigley: sometimes you don't even know what they're asking, right? You might not even know that a, a person in WordPress is called user as an example.

You just get the wrong nomenclature and you say, I don't know. How do I add a customer or something like that. And. You get sent off in a different direction, right? I'm noticing that it's, it is it's bullet pointed, which is good for my brain because like I could see I've got seven things to do, and each of those bullet points is really trivially small.

It's 10 words per bullet point. Does that follow me around? Does that modal stay open as I go along? Or do I have to Yes. Copy. Oh, nice.

[00:16:15] Jocelyn Hendrickson: So that's awesome. So I'm like, okay, so from the WordPress and the left hand menu, click add new, global click users first. You still have, there it is. Yeah, there it is.

We still have the steps. And, that's one of the things is that we wanted to it to be persistent because, I think part of the trick could be that if it's not persistent, then you have to go, okay, what did I search again? Oh, yeah. If it's not like your lasting, it's if it's closed by default and then it's, not stored.

So it, it does follow you around until, the user closes it out. So it'll stay here. I can even, it doesn't matter if I, could go to media and Yeah, it's still gonna be like, yeah, it's, but this is what you, this is what you asked about. So here's your, here's your steps. Yeah. So it'll still stay there until the user closes out of it.

it also, whoops. Wrong thing. It also stays persistent here as well. We're supposed

[00:17:12] Nathan Wrigley: to. Oh, it's okay. But the intention is my question. The intention is that would, yeah, I always have to say this because things always go wrong in demos. It's just a guarantee. always. but this is a brand new, this is a really, new thing.

So we, yeah. We forgive the non persistence because it's brand new,

[00:17:33] Jocelyn Hendrickson: Yeah. I would say it's very much in a beta stage where we're trying to validate the usefulness of it, right? Yeah. Before we. You wanna kind of balance all the features and everything that you add against the value that we're delivering.

And really our goal here is to have quality content and not just be like, oh, it's powered by ai and who knows what it's gonna tell You yeah. The answers that you're gonna get that are wacky. And there's been a lot of monitoring of the responses and. we look at the statistics that we see week over week of, here are the themes, here are the frequently asked questions, and and we go understand what customers are searching for.

And we also can tie that back to their experience level as well. So what are. Advanced users searching for what are novice users searching for an intermediate. And so then that way we can help to curate some of that content as well and to make sure that the models trained for some of the more advanced questions for the advanced users.

That might be more, maybe they're seeing errors in PHP or custom CSS type of questions that they're wondering how to do. so we can just make sure that content is there and generated for them. I do

[00:18:49] Nathan Wrigley: like the idea that it's curated ultimately by. A human being that gets to look at the response and then cast their eye over it.

Because really the last thing you want is, especially if you're a novice, if, obviously if you're professional and you're just looking for a tweak to something, you've probably got an intuition as to whether it's serving Optum hallucination or not. But if you're a novice and it just gives you something wrong, you're just making the churn worse because Yes, because it's, you've just, it's not doing what it says it's supposed to do.

And, and I appreciate the fact that it is human curated and I think that's great. And I, know for a, fact because we had to reorganize the episodes that there was some tweaking going on in the last week to firm things up and make the responses a lot more solid and reliable. So anyway, sorry.

I'm blathering on as I always do. You carry on. I

[00:19:37] Jocelyn Hendrickson: apologize. No, you're okay. I think that's one of the things that we are like really proud of though with it is because it's not just out there in the wild and it's something that we can monitor and we can say, Hey, wait, that wasn't right.

let's make sure we get it right. And with that we, you've said that it's brand new, which it is very brand new. There's been tweaks, but we've had it in a beta stage. We had it available for, a subset of customers for a while just to kind see what the product adoption can be.

Okay. but we, since our launch of it and. Today we've been able to double the satisfaction of the results and the responses that the model has provided by monitoring and by providing that feedback.

[00:20:19] Nathan Wrigley: Dare I ask, and again, you may not have the data. How does it compare in satisfaction to a human? I don't know.

No, because I've heard, that in other parts of the world, nothing to do with the WordPress industry. companies that have implemented a similar thing inside their, who knows SAS app or whatever it may be. they're experiencing in many cases comparable levels of satisfaction with the AI as they are with the human, and, That, I guess depending on which side of the coin you're on, if you're a, if you're a support operative, it's maybe not a good thing, but if you're an end user, it probably is a good thing. So anyway, there you go. I don't, I just

[00:21:02] Jocelyn Hendrickson: don't know that we've had it be out live long enough to have that data yet.

yeah. but I think that. As of now with it still in my mind, and it's not, it's, it is in production, it's there, it's when people sign up, it's there. But definitely it's in, its very like beginning stages of where we're going with it. so I think that there's probably still a ton of room for improvement on the satisfaction.

But I

[00:21:29] Nathan Wrigley: don't have that data. No, it's fine. It's fine. That's really good. Can I ask another question? I am. So we're never gonna get to the end of this. okay. I have a question about, let's say that I'm a, a freelancer and I build websites for other people for a living. Can I, with the package that you offer, can I enable this?

For, a different user role. So say for example, the, I don't know, maybe they've got the editor role or something like that, or subscriber or something. My client that is who's taking over the maintenance of the website, can they see that as well?

[00:22:02] Jocelyn Hendrickson: I think right now it's set for the admin role only. Admin only.

Okay. because that's what the plugin is set to as default, the Blue Hus plugin. Because it's deployed as part of that. Okay. but it is something that I think that, like in the future, that. I think would be super helpful and something, if you do have that editor role, that they're like, I need help.

I was just assigned to work on this WordPress thing and I'm not really sure what to do that. I do think that there's a lot of value in that.

Yeah,

[00:22:32] Nathan Wrigley: just so for example, if you had a certain role which didn't have permission. To add a user as an example, there it is on the screen. If, as a, if the user role that you had didn't have that permission, that would be interesting.

just, you would need to contact your administrator. Yeah. Con And then come back to us and we'll try again. Yeah. Something like that. Yeah. But, okay. that's for 2024. Not for 2023. sorry. Carry on. Apologies. No,

[00:22:58] Jocelyn Hendrickson: you're okay. Like I mentioned before, there's the demo itself.

It's not very large. I can sit here and we can ask it a million questions, over again, but I do think that our, roadmap for 2024 has some really exciting things for wonder help. the thing that you see here is okay, click on users. Like why can't we just say click here?

Oh, and put the link here. That would be better, wouldn't it? Yeah. or why can't we just say, which world do you wanna add? They could just do let me do it for you. Who are you trying to add? What permission you wanna give 'em? Done, email sent, or having it right here with or, follow these steps.

I can do that for you. You can follow these steps. Yeah. But having That's

[00:23:41] Nathan Wrigley: a neat

[00:23:41] Jocelyn Hendrickson: idea. Yeah. Having it be a lot more dynamic. a lot more, interactive I think. And the goal is not to replace, I think the one thing to. Call out. it's not to replace like a customer support person, right?

Like the goal's not to have it be like, this is where, you chat in with us for help, right? You see those like. when you go to websites and it's contact us and then you have the, automatic responses that are preed and prefilled and that's those we were talking at the beginning, those human cur curated responses where you go, if they ask this, if they click this, then here's their answer or here's their answer.

you kinda have this tree diagram. Yeah. Would be, but that really just to be

[00:24:25] Nathan Wrigley: the realtime help. Yeah. Yeah. I think that's a really neat idea. But also if you are offering something where there's a definite solution, like really you want to be able to click on, add new user in 0.6 immediately.

So that you can actually do that. But obviously, this is where we're at. this is what AI can do at the moment, so we'll go with that. Okay.

[00:24:48] Jocelyn Hendrickson: Yeah, and I just think that the 2024, there's a lot of exciting things and I think just the future of AI in general, right? Like with all the advancements, all the fun tools.

Like I, I've played with so many AI tools. It's, it gets pretty fun as that. I think that we'll be able to. Leverage a lot that we've learned so far this year and be able to really extend and amp up this tool to be a really good resource.

[00:25:13] Nathan Wrigley: Yeah. Okay. Should we try another one and see where we get or, sure.

Or if you've got something that you wanted to go through, that.

[00:25:22] Jocelyn Hendrickson: Let's see, what should we ask? how do I. the store.

[00:25:36] Nathan Wrigley: Oh, okay. Whoa, that was quick. Yeah. So that was a cash one, right? That was, that one's a cash one, right? That was super quick. That was quicker than you could, yeah. Than you could blink even.

Yeah,

[00:25:47] Jocelyn Hendrickson: it's, instant. And that's the nice thing about being able to store those responses. the ones that have been asked before is that they just get faster and faster, and the more that people use it, the more it's generating, the more our database of what we have stored and the faster it's going to

[00:26:02] Nathan Wrigley: be.

Oh, it's interesting as well because it's, I guess given what you are offering at Bluehost, it's opinionated, isn't it? So the answer is go and find WooCommerce, install that because WooCommerce is the platform of choice. I. For Blue Host to get a store up and running with Wonder Car and what have you.

there's obviously other options out there. there's North Commerce and there's a bunch of other things, but this is tied into, it's obviously an answer that you've had before, but it's helping people get through the hoops for the solution that you can provide, which I guess makes sense.

Yeah. Yeah. Okay. And one thing,

[00:26:40] Jocelyn Hendrickson: one thing that we also have in, coming up is that you see, I already have WooCommerce. Oh, and okay. Yeah, and so that's, but this, so again, it's very, it's a very generalized things. And so the, the other thing that we'll see in the future is it will have more awareness of users kind of actions and where they are.

And, if they have WooCommerce already installed, then it's what do you, mean? How do I add a store? Yeah. Yeah. what? Because what does that really mean? Is, that mean that like maybe they don't have their forward slash shop page from WooCommerce, how do they do that?

Or how do they set it as their homepage? I like, I think that the responses could mean so

[00:27:18] Nathan Wrigley: many things. Yeah. And also, I guess if they've already got it installed, you would just wanna point 'em in the direction, oh, you are having trouble setting up your store. We could see that you've installed WooCommerce already.

here's some other. Answers or possible questions that you might wanna ask. Because we can see that you've got that already. Yeah. In your case, you've got WooCommerce y and a bunch of other things like a form plugin already installed. And I guess, modifying those answers to cater to where you're at would be useful.

Okay. Thank you. That's a good one. Yeah. anymore. Mean, sure

[00:27:56] Jocelyn Hendrickson: we can, this one cracked me up as a, let's see, but one, did you have, the response isn't, but when I was validating some of the responses, I go through and look at, and I think it was, I think I, let me copy it from over here.

Hang on.

[00:28:17] Nathan Wrigley: I wanna know if it can go off pieced, if it, you can just ask it anything.

[00:28:24] Jocelyn Hendrickson: So this one was, Mike searching for something very specific as an exact match. So it says, Mike Hanson was searching for something very specific as an exact match.

[00:28:39] Nathan Wrigley: That's such a weird query. Let's see what this gives us.

Follow these steps. So to search for something very specific as an exact matching word for you. Follow these? Yeah.

[00:28:54] Jocelyn Hendrickson: All right. So in double close, like exact match, click enter.

[00:28:59] Nathan Wrigley: so, you really can go into the weeds, but does it confine itself to. To, to WordPress. So I don't know, if you, for example, tried to break out of the yeah, There you go. Yeah. You can ask my mother.

[00:29:13] Jocelyn Hendrickson: It might say, I don't have an answer for this. Yeah,

[00:29:15] Nathan Wrigley: no, I currently do quite right. You shouldn't know that, but that kind of thing. So it to be, honest with you, that's. I prefer that than it just giving me some waffle about nothing in particular. Yeah.

I like the fact that it's confined and if it doesn't know, it says, I don't know, rather than making something up or just going out onto the internet and trying to, feed information in from a alar, a larger language model.

[00:29:39] Jocelyn Hendrickson: because it, that can get pretty wild pretty quickly. Yeah.

[00:29:43] Nathan Wrigley: Yeah. But also it is just, it's not really that helpful depending on where I am in the interface.

So let's say for example, that I'm in the plugin screen. Sure does it have any intuition around that at the moment? So if I now launch Wonder Help, does it know that, okay, I'm on that screen, so it might miss out, say step. Yeah. How do I install a plugin? Would it, know that I'm already there and give me gut, or does it just regurgitate the same thing each time?

[00:30:11] Jocelyn Hendrickson: So it doesn't current, it's not currently aware of that. Okay. so the other thing that, and that's a good question. The other thing that we are look, that we're able to see is where customers are asking the questions from is where as well. so we can see that after they ask the question.

this is what they ask, here's where they were, here's if they thought it was helpful or not helpful. we can see that information, and. We're using some of those to be able to help us train the model further, right? so as it's in its kind of infant early stages, is that we're able to see that data, and I think that helps us to be able to put additional parameters, put additional features, put additional, things like that in there.

Awareness of, like I was saying before, of what they had installed, what their actions are. And that's one of those things is where are they? Because if I'm already on the plugins tab. Then why am I being told to go to that tab? Yeah, exactly. You're exactly, you're, here. We can just admit that, those parts of the steps over

[00:31:10] Nathan Wrigley: time it gets better.

Yeah. I'm sure Kamie, her Kamie, I should add, is a very important person, in the WordPress space because she kamie appeared in state of the word, the address that Ma Mullen gave yesterday. Yeah. She was there. She was on the screen. I saw you, Kami, saw your lurk in there with your T-shirt on. Your 20 WordPresses, 20 T-shirt.

Hi Kami. she said ask it. Should I use a page builder? Okay. Do you know Kami? Jocelyn?

[00:31:39] Jocelyn Hendrickson: I've not met Kami in person, but her name is very familiar to me. She's

[00:31:43] Nathan Wrigley: very important. As I said, she's, state the word I, should I use a page builder? Let's see what we get.

She says, it's so funny. It was funny. It was great to see your face on the screen right there. Should I use a page builder? Page Builders can be useful for creating and designing your website. Okay. That's interesting as well. So it's not, just, here's an instruction, there's just some general. Kind of pros in a way.

Facebook, although that corrects

[00:32:14] Jocelyn Hendrickson: me, if it says follow these steps,

[00:32:16] Nathan Wrigley: oh, it does say follow these steps. Yeah. I hadn't noticed that. I think that's just straight in number one. Yeah. Yeah. they provide drag and drop interface, so it's just giving you some tips there. So again, it's interesting if you have complex requirements, yeah.

You, you need to lose the, follow these steps. But otherwise that's actually. That's actually quite useful. Try, how do I create a contact form? I bet you get that all the time. Let's see where that goes. It she Kamie approves, she says it's a good answer. So you can now add that to your website as endorsed by Kamie McNamara.

Yay. Yeah. How do I create a contact form in the WordPress admin? Go to plugins. Add new contact form seven or WP Forms. That's interesting as well. 'cause it, it is WP Forms. Is that under the Blue Host umbrella. I don't know if w No, that's not one of your No, that's an awesome motive one, I think, isn't it?

Yeah. But it's making a suggestion nevertheless. Install and activate once activated. Yeah. Blah, blah, blah, blah, blah. Copy the shortcut. Yeah. Great. Yep.

[00:33:15] Jocelyn Hendrickson: But the other thing, again, for awareness, I have WP Forms installed, and so Oh yeah, I did see that. Yeah. so again, is that okay, we should be aware of that and be able to say, oh, looks like you have WP Forbes.

[00:33:26] Nathan Wrigley: Yeah. Okay, so use, yeah, yeah.

[00:33:30] Jocelyn Hendrickson: And the tricky part though is like how many plugins are on.org? Like we can't do that for, it would take so long to have the steps for every single individual plugin. But, I think that there's a lot of opportunity. I know that a lot of plugins have their own documentation, the help dropdown tab at the top of some of those plugins.

I think that there's definitely opportunity for integrations and extending into, some of those areas.

[00:33:58] Nathan Wrigley: for your FYI, you've got two suggestions beneath, which appear to answer the same question. Look at that. It says, how do I add a contact form? And then directly underneath that, how do I, add a contact form?

So maybe it's offering us multiple routes to, to offering a contact. Do you see right at the bottom of the Yeah, exactly. So it'd be interesting to see where they ended up and if they gave you the exact same answer. My guess

[00:34:19] Jocelyn Hendrickson: is it's prob it's the same, probably the same one, yes. Like it's probably looking, it looks like they're, if you look at six and seven.

Oh, slightly different here. It's like by following the, Yeah. Create a new contact

[00:34:32] Nathan Wrigley: platform, create a new form. Slight variation on the language. The thing about these ais is they're only gonna get better then They're pro. Yeah. They're never gonna get worse. And so what we're seeing today is literally the beginning of how it'll go.

I think we've got a good intuition of how this is. unless you've got anything, I really love that

[00:34:48] Jocelyn Hendrickson: Cammie asked about that page builder question because that, yeah. Thank you Kami. That was a really great, that was a really great response and I was able to get a screenshot. So I can send it the developers that we should remove that policy stuff.

[00:34:59] Nathan Wrigley: oh great. Oh, you are double timing. You woo. You are you are good. You can work at two jobs at the same time. I think that's probably all that we need to do. Unless there's some like hidden magic that we haven't yet seen that you wanna uncover. Like a settings panel for this. I guess there isn't. It's just on right?

You just Yep. Activating you a away to the races. Yeah.

[00:35:18] Jocelyn Hendrickson: Activate and it's there and always available. You know what I was saying before? There's. this help that we have, there, there's, I think that there's, from here we're just barely starting to uncover the possibilities and I'm really excited about where we can take it and where we can go and the customizations and personalizations that we will be able to provide.

And, again, let's just do it for 'em. Let's just add that user and, yeah. Yeah. Yeah. And I think it's gonna save these customers so much time and effort, again, especially with all the outdated content that can be out there, or the misunderstanding and learning Elementor when I don't even have it installed.

Yeah. For so long. So it's, I'm really very excited about this plugin, or plugin about this.

[00:36:06] Nathan Wrigley: How do I, if I'm a blue host customer, can I disable this? Is it something that I could switch off? 'cause I have this sort of intuition that there may be some freelancers who just wanna consume that work for themselves, if They want to, like their clients, they might want turn this off. Is that possible? Or is it Oh, sure. So their clients come to them. Yeah. So the clients, it's a legitimate thing to say, isn't it? No. Will, will. Be your support channel and you're on a retainer, so pay us for that and we'll do that work.

Can you switch it off or is it always on?

[00:36:37] Jocelyn Hendrickson: I know that we had discussions of having it here, of having, the settings here for. Help, but currently it's not in, it's in our settings, but if that did come out in the future, that's where it would live. Is there, okay.

[00:36:52] Nathan Wrigley: Yeah, I have a, feature request in that case, and that would be on a switch so the admin can switch it on a, per, either per user or a per role basis?

Per role. Yeah. So that all subscribers C can see it, but. No, I think it'd be subscribers. Can't see it, but maybe editors can see it, and certainly administrators. So there you go. You got my feature. Request. Hey, Chris. Miles, if you're listening,

[00:37:16] Jocelyn Hendrickson: can you That's right. Chris, come a ticket. Can you create a

[00:37:18] Nathan Wrigley: ticket?

There's four days in the year left to, to make that happen. Jocelyn, I think if that's what we got, that's what we got. Let's, let's knock it on the head there, as we say in the uk. Yeah. just a quick last thing just to say that if you have been watching this, you wanna see the others, like I said at the beginning, go to wp builds.com/demos.

Slash archive and check out the other three presentations all about Wonder Suite and what it can do for you. I'm sure we'll be hearing more about this project and product in the near future, but, yeah. Jocelyn, appreciate you joining us today. Thank you so much. Where can we find you if anybody wants to get in touch?

[00:37:59] Jocelyn Hendrickson: So on X, it's Joce Hendrickson on LinkedIn, Jocelyn Hendrickson, usually I'm just Jocelyn or Joss, JOCE. Hendrickson, kinda everywhere.

[00:38:10] Nathan Wrigley: You get the award for the first person ever to confidently call it X and not say, that thing, that whatever it is, X Twitter something, whatever. You've actually, you've bought, you've got it. I did it.

[00:38:21] Jocelyn Hendrickson: I did it. You did it. I did it. I paused for a second. I'm like, go for it. We know it X all the way.

[00:38:28] Nathan Wrigley: thank you so much. We will see you at some point, maybe at a Word camp or something. That'd be nice. But, Justin, thank you so much, Nathan. Yeah. Thank you for chatting to us about on the help today.

Cheers. Bye. Bye.