“Swifty AI is a head-turner for us. We’re showcasing it as part of our product because it delivers intelligent, tailored answers that impress both users and sales prospects.” — Chief Strategy Officer & Product Owner, PatientPay
PatientPay, a US-based SaaS company in the healthcare payments space, delivers a robust platform that simplifies and streamlines billing processes between healthcare providers and patients. As the company matured, their documentation process did not. Each monthly release came with a 300-page Microsoft Word manual—attached in PDF format to email announcements. "It was not scaling," explained Chief Strategy Officer and Product Owner. "Not only were attachments getting massive, but support teams and users struggled to search through PDFs for answers." It was clear: the time had come to treat documentation as a feature, not an afterthought.
Before adopting Helpjuice, the team considered developing their own HTML help center. But the process was unrealistic. “I would have to break up every article into a Jira story just for conversion,” the Product Owner shared. “Our developers would get bogged down in formatting minutiae, and it wouldn’t scale.” The team also evaluated Document360, Mintlify, and other providers. Document360 had the features, but pricing was steep. Mintlify required authoring in markup, which didn’t work for non-technical contributors. Then they discovered Helpjuice. It offered a full-featured CMS, markdown support, ease of embedding, and came at a price point perfect for small teams.
“The ease of use of content generation, the UX, and the price made it feasible for us to author and embed our knowledge base without a large technical lift,” the Product Owner said. PatientPay quickly imported two 300-page manuals and converted them into searchable articles with screenshots. “The install guide clearly documented how to integrate this into our Java-based Angular web app. I could now manage article updates independently of a software release.” No longer reliant on developers for documentation publishing, the company gained agility and control. “We quickly had a fully working knowledge base system with little investment to assess the user experience. That sealed the deal.”
The feature that made the biggest splash? Helpjuice’s Swifty AI Agent. “This is a head-turner for us,” the Product Owner said. “Being able to train a language model on our domain and offer intelligent responses is impressive.” The AI agent is accurate and intuitive, changing how users interact with support content. “Rather than reading in serial fashion, users now search or chat their way to solutions,” he added. Swifty AI’s accuracy also minimizes the need for detailed article tagging, reducing overhead. Sales and internal staff alike were impressed: “The Sales team immediately said we need to include this in demos. It shows we’re using AI to improve self-service help.”
PatientPay is deploying their Helpjuice-powered knowledge base in release 25.4. While formal metrics are pending, early feedback from internal staff and early testers has been overwhelmingly positive. The internal team now sees Helpjuice not just as a tool—but as a feature of the software itself. “We consider online help and AI-driven search to be a product feature we can showcase,” said the Product Owner. Helpjuice has removed the need for developer involvement in documentation workflows, accelerated publishing, and empowered users with smarter, faster answers. The next steps? Deeper customization to match the PatientPay brand and ongoing analysis via Helpjuice analytics to track article popularity, searches, and user feedback. With Helpjuice, documentation has transformed from a bottleneck into a strategic asset.
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