55 Days With Elvin AI: What We’ve Built Together

It’s hard to believe that not even two months have passed since we introduced Elvin – our AI-powered assistant designed to support both your end-users and your internal teams across Product Fruits.

What started as a bold idea quickly turned into a shared learning journey. You gave us an enormous amount of feedback – some glowing, some challenging – and we listened. Carefully.

In just 55 days, Elvin has grown far beyond the version you first met. We’ve shipped conversation analytics, labels, outcomes, a new knowledge editor, a built-in feedback flow, automatic KB translations, deeper integrations and a ton of improvements under the hood. And more is coming, fast.

Over these weeks, a few things became very clear:

• Your content sources are mission-critical – and you need more control and governance over how Elvin uses them.
• Teams need to be guided through this new AI era with clarity, patience and transparency.
• AI and humans aren’t in competition – they have to work together.
• Integrations matter more than ever.
• And finally: proactivity is the next chapter of Elvin.

We launched our new Elvin AI Powered Product Adoption Platform on 2nd of October 2025, if you missed it, you can watch the live launch event recording right here.

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Now let’s look at what’s new – and what it means for you.

The Hidden Gold in Your Users’ Conversations

When users start talking to Elvin, something interesting happens: patterns emerge. The same questions pop up. The same friction points repeat. New opportunities show up between the lines.

Until now, this “conversation gold” was buried deep in text. Not anymore.

Labels: What users really care about

We’ve launched Labels – your new window into what users really care about. On the Elvin Conversations page, every conversation is automatically tagged so you can instantly see:

• what users struggle with,
• what they request,
• what they love,
• and where their blockers are.

You can filter by labels, track trends over time and finally quantify emotional, qualitative signals that used to be invisible.

[Screenshot: Conversation list with labels]

If you’re on a Pro plan, you can also define your own custom labels. Just launched a new feature? Create a label for its setup or configuration issues and immediately see if something is trending in the wrong direction – with real examples attached.

Outcomes: Insights based on real user conversations

Instead of manually going through conversations, you can now ask business questions like:

“Do we have upsell opportunities for product X?”
“Show me users who had onboarding problems last week.”

Elvin will generate a complete business insight report based on real conversations – no spreadsheets, no manual digging.

This isn’t just reporting. This is intelligence.

More Control Over How Elvin Behaves

One of the biggest areas we focused on was control – specifically, how Elvin understands your content and how he answers your users. You can now see exactly which parts of which sources Elvin used to create an answer. That means you can:

• understand why Elvin responded the way he did,
• spot gaps or inconsistencies in your content,
• and improve specific articles or sections with precision.

Knowledge Base Snippets

We also introduced Knowledge Base Snippets – a simple but powerful way to force very specific answers to very specific questions. If you know users repeatedly ask something very particular, you can:

1. Create a snippet.
2. Use the question as the title.
3. Add the exact answer in the body.

Elvin will always prioritise that snippet when the question appears.

Hallucinations reporting

To keep answers trustworthy, you can now report hallucinations directly from any conversation. If something feels off, flag it. We review these reports and continuously tune the system so these cases become rarer and rarer.

Want to test Elvin’s guide-generation capabilities before exposing them to everyone? You can now:

• target automatic guide generation only to your internal team,
• test and iterate safely,
• then roll it out to end-users when you’re ready.

Teaching Elvin Directly Inside Your Knowledge Base

Your knowledge base is the heart of Elvin’s intelligence. But sometimes you need to tell him more than you want to show your users. That’s why you can now add Elvin-only text blocks inside your KB articles. These are small, invisible notes that only Elvin sees. You can use them to:

• explain tricky context,
• clarify jargon,
• highlight edge cases,
• or describe how features really work behind the scenes.

They dramatically improve answer quality without cluttering user-facing content.

Below is a short clip showing how the Elvin Guidance works in our new KB Editor. You can also watch entire webinar covering our new AI Fluent Knowledge Base here.

We also launched Knowledge Base APIs so you can sync your external content systems directly with Product Fruits. If you have documentation in another CMS or internal CSM system, you can keep everything in sync automatically with almost zero manual work.

Automatic Translations for Your Knowledge Base

One of the most requested features is finally here: If you’re on the Pro plan, you can now translate your KB articles directly in Product Fruits with one click. Formatting, images, tables – everything stays intact.

Elvin already answers users in their language automatically. This new feature helps you also maintain a multilingual knowledge base for your Customer Portal.

Elvin Can Now Collect Feedback

Feedback has always been one of your favourite Product Fruits features – so we brought it closer to where conversations actually happen - we’ve integrated the feedback widget directly into Elvin’s conversations. If Elvin detects that a user wants to leave feedback (or simply feels it’s the right moment to ask), he will offer the option right away. Users can:

• leave feedback without leaving the conversation,
• upload screenshots or files,
• and fill in custom fields that match your internal workflow.

Every feedback entry now also includes a summary of the conversation that led to it. That gives you context, emotion, and user intent – all in one place.

A Bigger Trial: 3,000 Free Resolutions

We know adopting AI support isn’t a “flip the switch and forget” kind of decision. You need space to experiment, test, segment and learn. So we expanded the Elvin trial to 3,000 resolutions. This gives you enough room to:

• try different use cases,
• compare workflows,
• test across segments and markets,
• and really understand how Elvin fits into your support and onboarding strategy.

If you want more guidance, our team is happy to walk you through it. Just request an Elvin consultation and we’ll help you make the most of your 3,000 free resolutions.

Elvin’s Brain Got an Upgrade – Four Times

Yes, four upgrades in 55 days.

EElvin is now running on OpenAI GPT-5.1 Thinking, hosted on Azure. This means faster responses, deeper reasoning, better formatting, fewer hallucinations and more reliability across the board.

The practical impact?

• 20–50% faster replies.
• More natural, human-like language.
• Better problem solving.
• Much stricter and smarter triggers for human handover.

This is the foundation for where we’re heading next: Discoveries, learning mode, success plans, more personalised onboarding, more targeted adoption flows and a much more proactive assistant, one that doesn’t wait to be asked, but gently leads users forward.

We’re not there yet, but we’re moving fast, and we’re doing it with you.

Humans Still Matter (A Lot)

Even the best AI models can’t replace the empathy, context and judgement of your support, CSM and onboarding teams. We don’t want to replace them. We want to empower them.

You can now decide how visible human handover should be. If you want users to always have the option to contact a human, just turn it on. No friction. No guessing.

Elvin can offer human support through:

• email,
• feedback,
• integrations with third-party tools,
• or any custom flow you build through our Java API.

You can tailor these options by segment – by user group, brand, pricing tier or service level – so that human support always matches your strategy. Elvin shouldn’t just help users. He should help your team too.

AI Is Moving Fast, But We’re Not Forgetting Our Core

AI may be the shiny new thing, but many of you told us how much you still rely on the core Product Fruits toolkit. So let’s be clear: we’re not abandoning it. Quite the opposite.

We’re currently rebuilding our Tours Editor, one of the oldest, and most loved, parts of our product, originally coded by our founder Lada himself. It’s getting a full redesign, cleaner UX, better selectors, better structure, fewer surprises. And yes, we’re bringing Tours to mobile.

Beyond that, expect improvements in:

• permissions,
• integrations,
• analytics,
• and several foundational updates rolling out over the coming weeks and months.

It feels a bit like the industrial revolution of product adoption: so many possibilities, so many opportunities. And we’re genuinely excited to be building this with you.

Elvin Is Only Getting Started

Fifty-five days in, Elvin is already a very different assistant than the one you met at launch – smarter, faster, more transparent and more tightly integrated with your product and team.

But this is still just the beginning. If you haven’t tried Elvin yet, now’s a great time:

• activate your 3,000 free resolutions,
• plug in your knowledge base,
• and see what insights, automation and support you can unlock.

Let’s keep going. Elvin is only getting started.

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