Author: Lilliana Quesada
Inside Our New AI Support Assistant: A 55% CSAT Lift and Customer Feedback to Match
May 21, 2026 7:02:39 AM

A purpose-built virtual assistant — trained on our own knowledge base — is changing how customers get answers.
When customers reach out for support, every minute matters. A few months ago, we rolled out a new virtual assistant as a web widget across several of our websites and the early results have exceeded our expectations.
Unlike off-the-shelf chatbots, our assistant was built specifically for the customers we serve. We spent months training it on our complete knowledge base, technical documentation, and internal product notes. The goal was not to add another generic chat widget, but to create a digital teammate that understands our products as deeply as our human support team does.

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