What Is Scroll Sites' AI Search?

Frequently asked questions about Scroll Sites' AI search.

The AI search integrates seamlessly with the standard search experience in the help center theme and enables users to search in natural language and get human-readable responses that summarize relevant content across different articles in your site.

Frequently Asked Questions

The feature

How does the AI search work?

It is built on top of the OpenAI Platform, more specifically, running on OpenAI’s GPT4omini model . It leverages the existing articles in your help center site to respond to queries in natural language. It summarizes information across help center articles.

Please note, the AI search doesn’t retain context or information from previously asked questions, so conversations with the feature are not possible at this point.

→ Learn more on The AI search experience

What does the AI search look like?

Once activated, the AI feature will appear as part of your help center search. Your users can initiate interactions with the AI feature from the search results dropdown if they want to. They will simply have to type a query into the search, then request an answer from the AI search by clicking ‘Ask AI’.

You can test this out on help.k15t.com.

How do I start using the AI search in Scroll Sites?

Check out Enable AI Search to learn how to enable the feature on your site.

Does AI Search read my whole site?

Yes. AI Search answers from your site's full search index, not from the results shown in the quick search dropdown.

It's worth separating the two search experiences, because they behave differently:

• Standard search returns a ranked list of matching articles. As you type, a shortened list appears in the quick search dropdown.

• AI Search runs when a visitor selects Ask AI. It draws on your site's whole search index and returns a summarized answer in natural language.

The articles listed in the quick search dropdown aren't the set AI Search draws from. AI Search isn't limited to what appears there.

Two things fall outside the search index, and therefore outside AI Search:

• Pages carrying the scroll-sites-no-publish, scroll-sites-only-url, or scroll-help-center-exclude-page label

• Pages with view restrictions in Confluence

AI Search also reads the text and code in your articles, not images, diagrams, or attachments. It works on smaller chunks of content, such as individual paragraphs and list items, rather than whole articles at once. If an answer sits inside a long, dense section, AI Search has a harder time retrieving it than it would from a self-contained paragraph.

For help when answers come back thin, see Troubleshooting AI Search "Not Enough Information" Responses.

Can I customize or adjust the AI search in any way?

At the moment, you are not be able to customize or adjust the look, behavior or scope of the feature. However, we are always happy to hear your feedback to see how we can improve the feature in the future.

Can the AI search be deactivated again if I want to?

Yes, you can deactivate the AI search anytime under Edit Theme → Integrations → AI search. Please make sure to update your site to bring the change live.

Can I track my users' questions and the AI search responses?

Yes, you can track users' queries using a third-party analytics tool of your choice, similar to how it works for getting search analytics for traditional search. You can find out more on AI Search Analytics Integration .

Can my users ask questions and receive answers in languages other than English?

Yes.

What AI Search Does Not Use

AI search answers from the content in your site's search index. If a page's content is not indexed, AI search cannot use it, even when the page is still reachable through its URL.

AI search does not use:

• Pages with the scroll-sites-no-publish label, or their child pages. These pages are not on your site at all.

• Pages with the scroll-sites-only-url label, or their child pages. Only limited metadata about these pages is indexed, never the page content. They stay reachable through their direct URL but can't appear in an AI answer.

• Pages with the scroll-help-center-exclude-page label, or their child pages.

• Pages that are view restricted for the app user.

To choose between these labels, see Prevent a Page From Being Published and Exclude Articles From Navigation and Search.

How can I help my readers get better answers?

AI Search works best when visitors ask a full question rather than typing keywords. You can improve results from both sides.

On the content side:

• Write answers in self-contained paragraphs, so AI Search can retrieve them as complete chunks

• Use descriptive page titles and headings

• Use your readers' own terminology naturally in the body text

• Consider FAQ-style phrasing for common questions and key definitions

On the reader side, it helps to set expectations somewhere visible in your site, such as a landing page or a short article of your own:

• Ask a full question, for example "How do I reset my password?" rather than "password"

• Ask one thing at a time, since AI Search doesn't remember previous questions

• Verify important answers against the article itself

Your readers can also take any article into their own AI tool using the Use with AI menu. See How Is My Site Made AI-Ready?

Pricing & packaging

Do I need an OpenAI account to use the AI search?

Yes, you will need a developer account to operate the search. You will have to generate an API key from your account that you then provide to your Scroll site. The AI search feature will then leverage your API key. You can read more on Enable AI Search.

Who covers the OpenAI API usage fees for AI Search?

For Ask AI, the OpenAI API usage fees for customer queries are expected to be covered by the customer through a direct contract and direct billing relationship with OpenAI. These costs are additional to your Scroll Sites subscription.

While a developer account with OpenAI is free, API usage does produce separate costs. OpenAI prices based on the number of AI search requests; since Scroll Sites runs on OpenAI's GPT-4o mini model (their most cost-efficient option), powering the AI search for one site with hundreds of requests could cost around $1–3 per month.

Separately, part of the supporting pipeline processing is performed by K15t, and the cost of that K15t-managed processing is already included in the Scroll Sites subscription fee.

Privacy & security

Does the AI search store customer data?

We do not store any Personally Identifiable Information (PII).

Does K15t send customer data to OpenAI’s platform to train its services?

No! Scroll AI does not send any customer data to OpenAI’s platform to train its services.

The only information that is sent to OpenAI’s platform is the content already published in the Help Center and the data is not used to train Open AI’s services. See OpenAI’s Enterprise Privacy Policy.

Additionally, we do not process or send any personal information.

What are you using my inputs and outputs for?

The input of your user queries are sent to Open AI’s API.

Are you using my inputs and outputs to train the AI search?

No! We do not use your input and outputs to train Scroll AI.

Does the AI search use my data to serve other customers?

No! We do not use your data to serve other customers.

Can I limit the data or restrict the data that is shared with the AI search?

We currently only offer opt-out controls at the Site. If opted out, we will default to the default search shipped with Scroll Sites.

Do I have to adjust my privacy policy for the use of AI search?

To be compliant with the data regulations in various regions (e.g. EU), we recommend that you update your privacy statement to reflect the usage of an AI search. See for example K15t’s privacy statement for its own usage of the feature on help.k15t.com.

Is Zero Data Retention (ZDR) applied automatically for the AI Search integration?

Zero Data Retention is not applied automatically. OpenAI states that ZDR is only available for eligible customers, requires prior approval by OpenAI, and is configured at the organization or project level. Whether a ZDR condition applies therefore depends on the specific OpenAI organization/project behind the API key and the associated OpenAI terms and configuration.

It is also important to note the distinction between "not used for training" and "Zero Data Retention." OpenAI's API documentation states that customer data sent through the API is not used to train models by default. However, abuse-monitoring logs are generated by default and may be retained for up to 30 days. This means that data not being used for training does not automatically mean that request/response data is not retained at all.

If I require Zero Data Retention as a mandatory condition, should I contact OpenAI directly?

Yes, if you require Zero Data Retention as a mandatory condition should address this through your direct relationship with OpenAI. This can’t be covered or facilitated at the K15t level.

Known Limitations

• Scroll Sites’ AI search as any AI technology today can produce incorrect answers. Always verify the output before executing.

• Scroll Sites’ AI search does not in its current form retain information from previously asked questions. Therefore, the AI search cannot be used to maintain a conversation on a specific question or topic. Always add sufficient context to your question.

• While the AI search can understand and answers questions in other languages, the ‘Ask AI’ search button is currently only presented in English.

• Scroll Sites' AI search doesn’t perform well when typing only individual keywords. Rather, it’s optimized for natural language queries that use full sentences, especially written in the form of a question.

Last updated: August 18, 2026