Digital.ai Unifies Fragmented Support with AI, Empowering Engineers and Customers
Digital.ai, a company grown through acquisitions, faced challenges with support engineers searching across six disparate knowledge bases. By integrating Maven AGI, they unified their support knowledge, first internally then for customers, streamlining answer retrieval and improving service.
The Business
Digital.ai, a company grown through acquisitions, faced challenges with support engineers searching across six disparate knowledge bases. By integrating Maven AGI, they unified their support knowledge, first internally then for customers, streamlining answer retrieval and improving service.
Digital.ai · Large.
Before AI
Digital.ai, grown through acquisitions, had six separate product lines, each with its own knowledge base. Support engineers spent significant time context-switching and searching across these disparate systems, which slowed down ticket resolution. Customers had to wait for human support to search for answers.
What Changed
Digital.ai implemented Maven AGI's AI copilot within Zendesk for internal support, unifying search across all six knowledge bases. Later, they deployed a customer-facing AI agent using the same unified knowledge base, allowing customers to get direct answers without human intervention.
The Result
Support engineers no longer need to context-switch between six documentation systems, getting relevant answers directly within their workflow. Customers can now access immediate answers without waiting for human agents. The internal team organically adopted the name 'Ask Maven' for the tool, indicating its effectiveness.
Why this matters
AI as a Unifier for Fragmented Knowledge Bases in Complex Organizations
Companies that grow through mergers and acquisitions often inherit a fragmented landscape of systems and documentation, making internal operations and customer support inefficient. This case demonstrates how AI can act as a powerful unifier, creating a single source of truth from disparate data silos without requiring a complete overhaul of existing infrastructure.
This approach is particularly valuable for businesses of all sizes dealing with complex product portfolios or extensive, varied documentation. Implementing an AI layer over existing knowledge bases can significantly boost productivity, reduce support costs, and enhance customer satisfaction by providing immediate, consistent access to information.
Technology Used
Used for:
Source
Results are reported by the identified source/company and have not necessarily been independently verified by AI YAI YAI.
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