Cassidy vs. Microsoft Copilot

This might be the biggest opportunity in AI right now: take your industry expertise, apply new AI knowledge, and become the AI expert in your industry.

See, a recent McKinsey report stated that AI adoption in the workplace has actually remained stagnant from 2021 to 2023.

I believe that’s because most people have a general understanding of AI, but they have no idea how to use it in their specific industry. There’s a huge opportunity to become the person who shows people how to apply AI to your industry. Focus on teaching use cases actually relevant to their daily work.

The more niche you get, the bigger impact you can have.

How do you become the AI expert in your industry?

First, position yourself as the "AI Person" at your company. Share your learnings and experiments with colleagues and other people in your industry.

There's no shortage of people looking to make their lives easier. Start by helping those around you.

To take it a step further, share your insights online.

You know I love TikTok, but it doesn’t matter which platform you choose. TikTok, LinkedIn, Twitter, Instagram, YouTube, whatever. The steps are simple.

1. Learn about AI
2. Use it in your industry
3. Share online how you’re doing that.
4. Repeat for months-years

If your content is helpful and you do it for long enough, you’ll start to be seen as the AI expert for your industry. You'll have the opportunity to make a significant impact by applying the power of AI to address specific problems within your field.

Remember: every industry needs an AI expert, you can be it.

Customer support teams face countless challenges every day: handling high ticket volumes, answering tough questions, and maintaining meaningful interactions across platforms. It’s a high-pressure job that requires efficiency, adaptability, and tools that work as hard as they do.

With all the stress and mental energy it takes to juggle these challenges, AI can be a powerful partner for support teams. Not a replacement, but a trusted resource that works alongside you and your team. By handling the heavy lifting, AI allows support teams to focus on what they do best: building connections and delivering great customer experiences.

In this blog, we’ll show how Cassidy equips support teams to tackle key enablement tasks — streamlining processes, building impactful resources, and delivering exceptional customer experiences.

Clear Out Tickets With On-Demand Answers to Questions

High ticket volumes are every support team’s nightmare. Maybe it’s a bug that’s disrupting users, or an unexpected outage that sends panic through your customer base.

Whatever the cause, tickets pile up fast, and your team is left trying to triage the chaos. Everyone’s scrambling to prioritize the most pressing issues, but with so many demands coming in at once, it’s easy for important requests to fall through the cracks.

You don't want to get to a point where customers get frustrated, agents feel burned out, and the pressure only mounts.

In moments like these, teams do their best: manually assigning tickets, answering repetitive questions, and leaning on internal experts for technical issues. It works for a while. But when volumes spike, manual processes slow things down, agents lose time searching for answers, and the team struggles to keep up.

This is where AI can make all the difference.

Cassidy takes the pressure off by drafting accurate, context-rich replies to customer emails and support tickets automatically. Powered by your knowledge base, it ensures every response is not only timely but also reliable. From answering common questions to tackling more complex issues, Cassidy equips your team with the tools to stay ahead of mounting tickets, delivering thoughtful solutions that keep customers happy and operations running smoothly.

How else can Cassidy help you clear out tickets

• Triage smarter, not harder: Prioritize tickets based on urgency, sentiment, and complexity to keep critical issues front and center.
• Support agents in real-Time: Provide instant, accurate answers from your documentation to help resolve technical issues faster.
• Chrome extension to help with responses: Use Cassidy’s AI-powered assistant directly in your browser to draft replies and access critical information without ever switching tabs.

Ticket surges are inevitable, but they don’t have to overwhelm your team. By combining human expertise with AI-powered support, Cassidy ensures that even the busiest times are manageable, allowing your team to stay calm, focused, and ready to deliver the quality service your customers deserve.

Compile All Information From Your Support Center

No matter how experienced your support agents are, they’re bound to face tricky questions that require digging through resources for answers. A customer might ask about an edge-case bug, a rarely used feature, or a complex integration. When agents can’t find the information they need quickly, the delay adds frustration — for both them and the customer.

Traditionally, teams handle this by leaning on engineers or internal experts for help.

While this can work in a pinch, it’s not scalable.

Agents lose valuable time chasing down answers, customers are left waiting longer, and the overall efficiency of your support operation takes a hit.

This is where Cassidy steps in to bridge the gap. Instead of leaving agents to fend for themselves or rely on others, Cassidy pulls real-time, accurate information from your technical documentation, knowledge base, and other resources.

Whether it’s troubleshooting steps or product-specific guidance, Cassidy ensures agents have the answers they need—instantly. By turning scattered information into actionable insights, Cassidy empowers your team to resolve even the toughest customer inquiries with confidence and speed.

Ways Cassidy can help centralize your knowledge base.

• Provide Instant Access to Documentation: Cassidy draws from your technical resources in real-time, giving agents the information they need without delays.
• Create a Centralized Knowledge Hub: Consolidate scattered resources into a single, AI-accessible system so your team can find answers faster.

This means your team spends less time searching for answers and more time focusing on meaningful customer interactions. And as Cassidy learns from your existing processes, it continues to improve, providing even better support over time.

With Cassidy, your support team is no longer bogged down by the hunt for information. Instead, they’re equipped with the tools and insights they need to work smarter, handle complex issues with ease, and deliver an exceptional experience every time.

Creating Personalized Communication That Sound Like Your CS Team

Customers expect more than just fast responses—they want interactions that feel personal and relevant. Whether it’s a follow-up to a support inquiry, an email announcing a new feature, or even outreach on LinkedIn, personalization is what turns a basic interaction into a memorable experience.

Cassidy helps bridge this gap by equipping teams with the tools to craft personalized communications that feel human—without requiring hours of manual effort. From pulling key details like customer history and preferences to generating dynamic, context-aware messaging, Cassidy ensures every interaction feels authentic and on point.

Imagine announcing a feature update to your customers. Instead of sending a one-size-fits-all email, Cassidy can help you tailor messaging based on each customer’s previous interactions, product usage, or company size.

The result? Emails that resonate with your audience and make them feel seen. Or consider LinkedIn outreach—Cassidy can suggest personalized introductions that align with a client’s professional background and needs, ensuring your outreach stands out in a crowded inbox.

How Cassidy Supports Personalized Customer Interactions:

• Dynamic Messaging for Any Channel: Generate tailored emails, chat responses, or outreach messages based on customer data.
• Comprehensive Customer Insights: Pull from past interactions, product usage, and preferences to inform your communication strategy.
• Consistency Across Platforms: Ensure your team’s voice and tone stay aligned, whether reaching out via email, LinkedIn, or chat.

Personalization doesn’t have to feel forced—or time-consuming. With Cassidy’s support, your team can create meaningful, tailored interactions at every stage of the customer journey, building stronger relationships and driving deeper engagement, one message at a time.

Endless Use-Cases for CS 

Customer support is about more than solving problems — it’s about fostering trust, delivering value, and enabling teams to thrive. Cassidy helps support teams achieve this by streamlining workflows, enhancing customer interactions, and providing tools to create impactful resources.

Whether it’s crafting personalized emails, generating FAQs, or pulling actionable insights from existing data, Cassidy empowers teams to focus on what matters most.

With seamless integration into your existing tools and features like real-time AI assistance, Cassidy centralizes information and simplifies processes. Agents can respond faster, create better enablement materials, and maintain consistent, high-quality interactions across every touchpoint.

Plain and simple: why Cassidy stands out:

• Effortless Content Creation: Turn documentation into FAQs, training guides, and more with minimal effort.
• Tailored Customer Messaging: Personalize communication for emails, outreach, or tickets to build stronger connections.
• Integrated Workflows: Bring tools together to provide agents with immediate context and actionable insights.
• Streamlined Onboarding and Training: Train new customer support hires with Cassidy as their AI copilot, providing instant access to knowledge bases and tools to help them get up to speed faster.

Cassidy is designed to help your team work smarter, not harder, making customer support more efficient.

Ready to transform your approach to support enablement? Start your free trial today.

In this article, we'll explore the key aspects that differentiate Cassidy from ChatGPT Enterprise, focusing on Cassidy's models, core features, security, support, and more to understand its advantages for implementing AI into your organization.

AI Models and Flexibility

Cassidy supports multiple AI models, including OpenAI's GPT-4o & GPT-4, Google Gemini, and Anthropic Claude. This approach offers a broader range of capabilities and a higher level of reliability depending on the use-case. For instance, we’ve found that Claude is the best for content writing, while GPT-4o is the best for internal Q&A. Unlike ChatGPT, which relies on OpenAI's models alone, Cassidy provides a more versatile AI experience.

The important part about being model agnostic is that when newer and better models are released, they will get added to Cassidy automatically. There’s no fear of purchasing and investing in an AI model that will quickly become outdated.

Knowledge Base

ChatGPT Enterprise, similar to other Large Language Models (LLMs), faces the inherent challenge of potentially generating misinformation or 'hallucinations'. A key limitation in this context is the model's inability to provide source citations for its generated content.

More specifically, ChatGPT Enterprise doesn’t support the ability to directly integrate with and store files in a centralized Knowledge Base. As of the latest update, you can add Google Drive and Microsoft Sharepoint files via the “chat” feature, but there’s no way to integrate or store them (and have it live sync when changes are made in your Google Drive, SharePoint, etc.). This makes Cassidy more ideal for use cases that require robust internal knowledge management and searching across thousands of files- unlike ChatGPT which is only ideal for one-off uploading of files.

Cassidy's Knowledge Base securely connects with over 100 tools and updates in real-time, prioritizing privacy. This comprehensive knowledge management system empowers Cassidy's AI capabilities with a rich context for generating accurate and relevant responses. Whenever it generates a source, it cites its sources so you can assure the accuracy of all your information.

AI Assistants

Cassidy's AI Assistants, powered by the Knowledge Base, perform specific tasks such as drafting replies to customer emails and assisting internal HR operations while maintaining contextual consistency across teams.

While ChatGPT Enterprise has GPTs that function similarly to Assistants, there are a few key reasons that Cassidy’s Assistants perform better:

1. The ability to add context via your Knowledge Base allows for much higher accuracy compared to solely having detailed roles.
2. The ability to easily share Assistants across your entire team for consistency (e.g. customer responses, RFP builders, blog post creation, etc.).
3. Beyond Chat, you can take your assistants into multi-step workflows for greater creativity (more on this in the next section).

Multi-step Workflows

While ChatGPT focuses strictly on chats, Cassidy allows you to build and run multi-step workflows without the need for back and forth chatting. This feature is ideal for automating specific processes that you run in a similar way every time - it’s more effective to set it up once and just have to run it versus always having to chat back and forth.

With workflows, we can integrate with tools that ChatGPT for Enterprise can’t. For example, via Workflows, you can integrate with Zendesk and automate customer support. You can plug into Slack and easily deploy Slackbots to answer employee questions. We integrate with Zapier so you can plug into 6,000+ other apps and use Cassidy as the “AI Glue” to scrape the internet, craft customized content, and search your Knowledge Base - all with actual context on your business.

Our workflows allow you to bulk run as well - this is great for automating processes that require multiple iterative runs rather than a single run. Good examples: Responding to an RFP that has questions in hundreds of rows, uploading a sales lead list, and automatically generating dozens of custom cold emails, etc.

Integrations

Cassidy integrates with key business tools like Google Drive, SharePoint, Notion, Slack, Zapier, and much more. There is also a Webhook for incoming data and an API (both GET and POST) which allow you to securely integrate data from practically anywhere. This connectivity allows for seamless integration of AI Assistants. With Cassidy, you get access to thousands of integrations to trigger actions (e.g., drafting emails, sending Slack messages, responding to tickets, creating contacts, publishing blog posts) that are not possible with ChatGPT Enterprise.

Security and Data Privacy

Cassidy prioritizes data security with enterprise-grade protocols, ensuring user data safety. Both are SOC2 compliant and follow the industries top practices for security and privacy.

Support and Onboarding Process

Unlike ChatGPT for Enterprise, Cassidy believes in onboarding all of its Enterprise teams and providing ongoing support. From setting up your integrations to setting up complex workflows with your team, our goal is to continue unlocking new use-cases that make your team more productive.

More specifically, with your workspace, your team gets access to:

1. Your own Dedicated Account Manager to help your team build AI assistants and workflows customized to your use cases.
2. Team training sessions to train specific functional teams (sales, marketing, customer support, etc.) on how to best use Cassidy.
3. Weekly Office Hours to help get questions answered live on calls.
4. Slack channel with the Cassidy team to answer questions quickly or create requests for new integrations.

Because we can provide so much support & onboarding, Cassidy actually enables your team to effectively roll out AI, rather than just being another software tool in the mix.

Reach out to learn more

If you’re interested in learning more about our Enterprise offering, reach out to our sales team at team@cassidyai.com.