Ask HN: What is your favorite Customer support tool

One of the goals of our bootstrapped SAAS business is to reduce manual support touch-points or "tickets" as much as possible and try to provide the customer a great experience. So we already go for things like Tutorials, help hints, faqs etc but what about tools that also provide things like in-app hints, smart hints (based on what customer is potentially trying to do) etc ? I have looked at a few but wondering what HN recommends ? So ideally this tool should have:

Basics: Create tutorials, faqs etc. searchable/indexable/taggable

Advanced: Onboarding walkthrough, tours?? (do we still do this), In-App help popups, widget.

Super AI: detect what customer is probably trying to do and offer help through a hint/popup etc. The tool should allow us to create those workflows.

Suggestions ?