The Problem: The Challenge of Extensive Documentation
At Oyster, we built a rich library of resources to support our users—everything from:
- Country-specific employment guides
- Hundreds of help articles on our features and tools
- Role-specific documentation for EOR team members, contractors, company admins, team managers, global payroll managers, and more
But information is only useful if it’s easy to access. With so much content available, finding the right answer at the right time can be frustrating. Traditional search and browsing often fall short—especially when you're trying to solve a specific problem, fast.
The Solution: AI-Powered Knowledge Discovery
This is where Oyster AI (previously Pearl AI) comes in: our in-house developed chatbot designed to make finding answers faster and easier.
Oyster AI uses artificial intelligence to:
- Understand your questions using natural language processing (NLP)
- Search our knowledge base more intelligently than traditional keyword search
- Deliver clear, concise answers by summarizing the appropriate content
Instead of browsing through multiple articles or using keyword searches that might miss context, Oyster AI interprets your question and finds the most suitable information to solve your problem.
How to use Oyster AI
Oyster AI is available anywhere inside the Oyster platform. Once you’re logged in, look for the Oyster AI logo in the bottom-right corner of your screen. Click it to open the chat window and start asking your question.
Depending on your role, Oyster AI can support you in different ways.
If you’re a Customer Admin:
Oyster AI can help you navigate global employment regulations and understand how to use key features of the platform. For example, you can ask:
- What are the annual leave laws in Spain?
- What are the sick leave regulations in Germany?
- How do I make changes to a team member's contract?
- What is Oyster’s invoicing process?
If you're a Team Member:
Oyster AI can help you understand your local employment regulations and guide you through platform tasks. You might ask:
- How do I submit expenses?
- How do I fill in my timesheet?
- How do I update my bank account details?
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Need more help? Raise a support ticket through the chat If Oyster AI’s response doesn’t fully answer your question, you can easily reach our Support team—without leaving the chatbox. After receiving a response, simply click “Contact Support” within the chat window. This will open a short form (pictured on the right). Just fill in the details of your request and hit Submit. Our Support team will follow up as soon as possible. |
What Oyster AI cannot do:
While Oyster AI is still in Beta, there are a few things it doesn’t support:
- It cannot access or reference customer- or team member-specific data.
- It cannot answer personalized questions (e.g., “How many PTO days does [team member] have left?”).
- It cannot display past conversation history.
- It cannot hold ongoing conversations—each interaction is a single question and a single answer.
We’re actively working to expand Oyster AI’s capabilities. You can read more about what’s coming in the Future Plans section.
How Oyster AI Processes Your Questions
Oyster AI uses OpenAI’s GPT-4o technology to understand your questions and surface relevant information from our help center.
When you ask a question, it uses natural language processing (NLP) to understand your intent and context. It then searches our help center for the most relevant articles and summarizes the key information into a clear, helpful response.
Rather than generating new advice, Oyster AI pulls from expert-vetted, up-to-date content created by our team—so you always know where the information is coming from. You’ll also see links to the original articles for added context and peace of mind.
While Oyster AI is designed to make it faster and easier to find answers, it doesn’t replace expert guidance for complex or sensitive topics. For anything specific to your situation, our team is here to help—just reach out via support.
What’s Next: Smarter, More Contextual Support
We’re just getting started with Oyster AI—and we’re committed to making it smarter, more helpful, and more tailored to your needs over time.
Continuous Improvement
Our team regularly monitors Oyster AI’s performance to ensure a high-quality experience. We use this feedback loop to:
- Identify and close gaps in our documentation
- Improve the accuracy and helpfulness of responses
- Enhance the overall user experience within the chat
Your interactions help us refine the system, so every question makes Oyster AI better for everyone.
Future Plans: Personalized, Contextual Responses
AI becomes significantly more powerful when it understands the context of your question. That’s why we’re working on ways to include relevant details—securely and responsibly—to deliver more accurate answers.
Depending on the topic, this contextual information might include things like:
- Your permission level on the platform
- Specific terms outlined in an employment contract
- Applicable taxes or deductions shown on a payslip
To be clear, this information is processed in a way that cannot be linked back to any individual. Privacy and data protection remain our top priorities.
We’re excited about the possibilities ahead—and we’ll continue evolving Oyster AI to support you better every step of the way.
Data Privacy in Oyster AI: What You Need to Know
At Oyster, we understand that trust is earned—especially when it comes to data privacy. That’s why we’ve designed Oyster AI to be helpful, secure, and respectful of your information at every step.
- What information does Oyster AI have access to?
Oyster AI only has access to two sources:
- The content available in our help center
- The specific question you enter in the chat.
It does not have access to personal account data, sensitive employee information, or internal documents. Even when Oyster AI offers the personalized, contextual responses discussed above, all information processed by the AI model will be de-identified before processing.
- Is Oyster training its AI on my questions?
No. While our team may review anonymized conversations to improve the accuracy and usefulness of Oyster AI, we do not:
- Use your questions to train OpenAI’s models
- Use your conversations to train our own AI models
- Share your questions with any third parties for AI model training purposes
Your questions stay within Oyster’s secure systems and are handled in accordance with our strict privacy protocols.
Our Privacy Commitment
As we continue to enhance Oyster AI with more context-aware capabilities, our approach to data privacy remains unchanged:
- We use every available safeguard to protect your information
- We apply robust security protocols that align with industry best practices
- We comply fully with global data protection regulations, including GDPR
In short, we’re building smarter tools without compromising your privacy. Oyster AI is designed to make navigating our platform and employment knowledge easier—while keeping your data safe, secure, and entirely your own.
For more information on how Oyster uses your personal data, please visit our Trust Center.