What will you learn from this case study:
- How a self-service support flow drives 70% user activation within 24h
- How to integrate Copilot into the Life Ring Button with zero coding in 10 minutes
- Impactful tips on configuring Copilot to elevate your support strategy
- Quantifiable impacts on query resolution, accuracy and support scalability
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.
Mark Hedley
COO, adeus
Results:
60%
of queries handled end-to-end by Ady<1 hour
Ady Copilotimplemented
<10%
error rate for AdyCopilot
Goals:
- Provide efficient and user-friendly support without live agents
- Improve accuracy of delivered information
Solution:
Conversational support: Ady Copilot integrated into the Life Ring Button for self-service assistance.
In-app support engages users
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.
To boost self-service and add a conversational layer, adeus integrated Product Fruits' Copilot (named Ady) directly into the Life Ring Button.
This two-tiered approach enables seamless onboarding of 70 % of new users within 24 hours.
Copilot “Ady”
One-Click Setup
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. I tested it over the weekend and literally implemented it into adeus within minutes.
Mark Hedley
COO, adeus
Ady Copilot now offers conversational level of user assistance for all adeus users, accessible in the “Ady Chatbot” tab within the Life Ring Button.
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.
Ady's Core Functionalities
- Conversational Support: Enables real time contextual conversations that deliver accurate in depth answers and seamlessly handle queries
- Multi-Source Connectivity - Connects to the internal knowledge base, external website and blog to deliver relevant answers
- Multi-Language Support - Understands questions in any language and responds in the default language set for the Life Ring
- Feedback Mechanism - Users can rate responses and leave comments to improve answer quality
- Conversation History - Retains chat history for 30 days to preserve context
- Support Strategy - adeus opted for a fully automated Ady Copilot with no live-agent fallback, using real-time user feedback on answers to continually refine and improve its performance.
Ady Copilot in action
Ady's ability to pull metadata from both our internal knowledge base and external blog posts means it can answer every question we get and we see reliability rates over 90%. As we refine our content, I expect Ady's performance to keep rising.
Mark Hedley
COO, adeus
Ady's Key Benefits
- Broader coverage: Unlike classic Life Ring Button search, Ady taps into external content too, handling 50-60 % of all queries end-to-end
- <10% error rate ensures reliable and precise guidance
- Zero live-agent fallbacks for routine questions
- Under 1hour integration: Ady live without any coding required
- Continuous content improvement via real-time feedback loops
Power tip:
While adeus chose fully automated support, Product Fruits clients can opt for a hybrid model combining live agents and the AI Copilot. For example, if a user gives negative feedback on Copilot's response or is a paying customer, a “Switch to Live Agent” button appears, connecting them to human support.
Conclusion:
Adding a conversational support layer with Ady Copilot, adeus empowers users to navigate the platform faster, driving higher user activation and reducing the need for live support.
Curious how adeus leverages Product Fruits' in-app support elements including Copilot? Read the full success story here.
About the company
Adeus is a digital-first platform that helps users manage their legacy - both real world and digital - through it's legacy planning platform. adeus currently offers two core products — Digital Will and Digital Vault. The platform offers a free tier, followed by flexible paid subscription plans. More at adeuslife.com.
