How adeus Scales Support With Copilot

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What will you learn from this case study

• How Adeus leveled up in-app support with copilot
• Features that keep adeus users satisfied and self-sufficient
• Practical tips to set up and launch copilot in 60 mins or under

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Challenges

• Provide efficient support without live agents
• Increase the accuracy of shared information

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Solution

Ady (the user-facing name of our copilot) integrated into the Life Ring Button for 24/7 self-service assistance.

Mark Hedley

CEO

"Copilot, which we've named Ady, has been a game changer for us. Our users get the right answers at the right time and we stay focused on higher-value work."

Use case

User Activation within 24 hours

When adeus launched its digital vault and last will creation platform, Product Fruits' in-app support elements (hints, the Life Ring Button and knowledge base) were included from day one.

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To strengthen self-service even further, adeus integrated copilot (named Ady) directly into the Life Ring Button.

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Together, these tools now help 70% of new users onboard seamlessly within the first 24 hours.

Mark Hedley

CEO

"I'm not a technical person and I was able to implement Ady myself in just a few minutes. It was even easier since we'd already built our knowledge base in Product Fruits."

Ady (the copilot)

Copilot Ady offers conversational user assistance for all adeus users, accessible in the “Ady” tab within the Life Ring Button.

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Unlike the search bar, which provides summaries solely from the knowledge base, Ady scrapes adeus's website and blog, drawing on a broader range of information to deliver more precise assistance.

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Ady's core functionalities:

1. Conversational support - Enables real time contextual conversations that deliver accurate answers and handle queries at scale
2. Multi-source connectivity - Connects to the internal knowledge base, external website and blog to deliver relevant answers
3. Multi-language support - Understands questions in any language and responds in the default language set for the Life Ring Button
4. Feedback mechanism - Users can rate responses and leave comments to improve answer quality
5. Conversation history - Retains chat history for 30 days to preserve context
6. Automated support strategy - adeus opted for a fully automated experience with no live-agent fallback option

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Mark Hedley

CEO

"Ady's ability to pull metadata from both our internal knowledge base and external blog posts means it can answer wide range of questions. We see reliability rates over 90%. As we continue refining our content, I expect Ady's performance to rise still."

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Ady's key benefits:

1. Broader coverage - Unlike the Life Ring Button search, Ady taps into external content too, handling over 60 % of all queries end-to-end
2. High reliability - The error rate below 10% error rate ensures precise guidance and good user experience
3. Lean scalability - No live-agent fallbacks for routine questions
4. Fast go-live - Ady in production under 60 minutes without any coding required
5. Self-learning loop - Ady gest smarter with every user rating and each update to the knowledge base

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Conclusion

Adding a conversational support layer with Ady copilot, adeus empowers users to navigate the platform faster, driving higher activation and reducing the need for live support.

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Curious how adeus leverages Product Fruits' in-app support elements including Copilot? Read the full story here.

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