Description
Deployed team-specific AI search agents to replace previous solution, enabling customer support, success, onboarding, and engineering teams to access domain-specific knowledge instantly through Slack
Challenge
The company's 200+ support staff relied heavily on real-time knowledge access, but their previous search platform created serious problems. Product support staff saw developer documentation for unreleased features they shouldn't access. Information scattered across multiple systems made it hard to find accurate answers quickly. Different teams (customer support, onboarding, operations) needed different knowledge bases, but lacked proper separation. The generic AI approach failed to provide Podium-specific context and understanding their teams required.
The solution
ollo delivered team-specific AI agents, each one configured as a subject matter expert for its domain. Customer support gets answers from their knowledge base. Engineering teams access theirs. Service-level accounts let administrators control which data sources each team can access. The system works primarily through Slack, returning direct URLs to specific sections within documents rather than just linking to entire files. Administrators set the tone at the system level to keep responses consistent across all teams.
