Google Support Pages Start Defaulting to AI Chatbots

Google is beginning to replace traditional support articles with "Ask Google Help," a Gemini-powered interface that summarizes documentation and lets users troubleshoot through a chatbot. 9to5Google reports: "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. Beyond support pages alone, this new design also impacts the central hub, with links to topics no longer showing by default in exchange for an AI chatbot that helps you find the relevant page.

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