Your firm runs on ACD

Intra IA grew out of the idea of helping firms that work with ACD. Its first client is an accounting firm producing in Suite Expert every day, a firm that knows that small dead time when a client file waits for a question to find its answer. What this page describes, we built for them first.

The same question, twice a month

A team member is stuck on a bank reconciliation that refuses to balance. She does what everyone does: she asks the desk next door. The desk next door knows, answers, goes back to its own file. A fortnight later, someone else trips over the same screen, and the same desk gets interrupted again.

ACD's online help had the answer all along. You just had to know it was there, and take the time to go and find it with the right words.

What the assistant has already read

ACD's public help lives at assistance.suiteexpert.fr, and it is well kept. When we plugged it into our demo instance, the assistant read 879 articles, along with their dates. After that it resyncs on its own: whatever changes at ACD ends up in its answers without anyone having to do a thing. ACD also publishes PDF guides for each module; they can be imported as the need arises. And when a piece of software has a public forum, it goes into the knowledge base the same way.

Ask your question in plain language, the way you would ask the office next door. The assistant answers by quoting the original article, with the link. And when it finds nothing, it says so. We prefer an "I could not find it" to an invented answer; that is a design choice, not a sales promise.

What your teams teach it

The second layer of knowledge is written down nowhere. Every week your team members get answers from ACD support, by phone or through the client area. In the past, those answers lived in someone's inbox, then faded away. Here they are consolidated and built into the firm's knowledge: an answer obtained once is acquired for everyone. Add your internal notes, your templates, the way your firm does things, the part that appears in no online help.

Between your teams and ACD support

When the answer is nowhere in the documentation or in the firm's memory, the assistant takes over: it logs the request with ACD support itself, tracks it, chases it up if needed, and brings the answer back to you. Who asked and for which client file, how long you have been waiting: the tracking is there in front of you, no longer in the head of whoever sent the message. The answer that comes back joins the knowledge base; that same question will never go off to the vendor again, even if everyone has forgotten it in the meantime.

Let's be clear about the boundary: a patch to install, a damaged client file, that's the vendor's job and nobody else's. What the assistant removes is everything else. The question that has already been answered and gets asked again. The wait for a call back about a step written in black and white in a manual.

What the vendor gains

This takes the load off everyone, ACD included. The Generative AI at Work study, published in 2025 in the Quarterly Journal of Economics after following 5,179 support agents, measured a 14% rise in the number of cases resolved per hour with an assistant drawing on the existing corpus, and 34% among newcomers. Published field measurements point the same way: between a quarter and nearly half of requests find their answer without ever reaching support. Less waiting for your teams, and fewer already documented questions in the support queue.

Watch it answer

The online demo is a fictional firm, Cabinet Dumont & Associés, with the ACD help genuinely plugged in. Go in, ask the question that cost you an hour last week, and look at where the answer comes from.