There are two primary categories for integrating AI into your business:
Boosting Internal Productivity - In other words, figuring out how to make your employees and workflows more efficient, so you can deliver better results faster.
Enhancing the Customer Experience - Exploring what you can offer on top of your existing products and services to make your customers even happier.
Focusing on internal productivity will help cut costs, while improving the customer experience will help you earn more.
Internal Productivity
In my view, it’s easier to start with internal productivity. Greater AI adoption within your team or even by yourself will lead to a substantial increase in overall productivity. The right AI strategy will turn everyone in your organization into a top performer.
Of course, figuring out the best AI strategy can be tricky. But, I think it’s important to not overthink it. Just starting to use AI tools and sharing them with your team can pave the way for in-depth AI integration across your organization. It’s crucial for everyone to have that “Aha” moment with AI.
At CassidyAI, we’re all about this mission. While we’re still slowly rolling out early access, we’ve been documenting our process publicly because we believe everyone can benefit from the thinking we’re putting into how to build features that truly speed up internal workflows.
We showcased our plugin feature that allows you to bring an AI assistant, custom-trained for your business, virtually anywhere on the internet. It’s been a game-changer for sales, customer success, and marketing teams.
(Check out the demo here. You can also signup for the Cassidy waitlist here)
The point is this: When integrating AI into your business, consider the workflows and tasks that currently exist and explore how AI could be introduced to enhance them. Never assume AI can't help--even small steps towards incorporating AI eventually become meaningful time savings.
Customer Experience
On the other hand, you can drive significant customer retention and growth by thoughtfully using AI in your products and services. This approach requires creativity, as it is not as simple as purchasing an off-the-shelf solution for internal workflow optimization.
AI-enabled features in your products and services could include personalized recommendations, an AI chatbot, or simple AI features that make it easier for people to use your product. The catch is that these features must be unique to your business.
For instance, Shopify customers struggled to optimize their stores properly, so their AI sidekick was developed to do it automatically. Another example: I recently spoke with a personal trainer who introduced an AI chatbot for fitness-related questions because clients struggled with guidance on days they weren’t seeing the trainer.
When considering AI implementation, think about the biggest pain points for your current customers. Why do people churn? Is something stopping them from using your product or service more often? What are their unmet needs?
It’s within these questions, you’ll find opportunities to enhance the customer experience using AI.
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.
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.
Cassidy and Microsoft 365 Copilot both bring AI assistance to the workplace, but they differ significantly in scope and approach. Cassidy is an AI-native automation platform designed to integrate AI into diverse workflows across an entire business, while Microsoft 365 Copilot functions as an assistant within Microsoft’s suite of apps (Word, Excel, Outlook, Teams).
While Copilot is useful for enhancing productivity within Microsoft tools, Cassidy goes further by enabling cross-platform workflows, providing AI model flexibility, and offering enterprise-level support. Below is a comparison of how Cassidy and Microsoft Copilot stack up across key areas:
Feature
Cassidy
Microsoft Copilot
AI Flexibility
✅ Supports multiple AI models (GPT-4, Claude, Gemini)
❌ In-app assistance only, no cross-platform automation
Integration Scope
✅ Connects with 100+ tools, including Slack, CRMs, and ticketing systems
❌ Primarily for Microsoft 365 apps, limited third-party integrations
Enterprise Scalability
✅ Organization-wide AI deployment and admin control
❌ Designed for individual users within Microsoft apps
Onboarding & Implementation
✅ Dedicated support, training, and white-glove onboarding
❌ Self-service setup, minimal implementation support
AI Flexibility: Multiple Models vs. Single Model
Cassidy offers extensive AI flexibility. It supports multiple AI models, including OpenAI’s GPT-4, Google’s Gemini, and Anthropic’s Claude. This allows organizations to choose the best AI for different tasks and future-proof their automation as better models emerge.
Microsoft Copilot, on the other hand, is locked into Microsoft’s chosen OpenAI model. Users have no control over the AI provider and must rely solely on the models Microsoft decides to deploy. This lack of flexibility can limit performance in specific use cases where another model might be a better fit.
Workflows & Automation: Multi-Step vs. In-App Only
Cassidy enables true end-to-end AI-powered workflows across multiple tools and steps. Its no-code workflow builder lets users create AI-driven automations that take action across apps, process data, and even trigger real-time alerts. For example, Cassidy can read an incoming email, analyze its content, update a CRM, and notify the right person in Slack—all in one seamless process.
Microsoft Copilot, however, is limited to acting within individual Microsoft 365 apps. It assists with tasks like writing emails in Outlook or summarizing documents in Word but does not offer full automation across tools. Microsoft’s Copilot Studio allows for some custom Copilot assistants, but these are largely confined to Microsoft’s ecosystem and require developer setup.
Integration Scope: Diverse Tools vs. Microsoft-Only
Cassidy connects with over 100+ third-party applications, including CRMs, ticketing systems, knowledge bases, and communication platforms like Slack and Teams. It integrates deeply with both Microsoft and non-Microsoft tools, ensuring seamless automation across an organization’s full tech stack.
Microsoft Copilot, by contrast, is designed primarily for Microsoft 365 users. It works well within the Microsoft suite but has limited or no native integration with third-party tools like Slack, Google Drive, or external CRMs. This lack of connectivity makes it difficult to implement AI-driven workflows outside of Microsoft’s ecosystem.
Enterprise Scalability: Organization-Wide vs. Individual Use
Cassidy is built for enterprise-wide deployment, allowing teams to create AI assistants and workflows that span across departments. Its centralized Knowledge Base ensures that AI-powered automations pull from company-wide data, maintaining accuracy and consistency. Admins can manage access, enforce security policies, and customize AI responses for different teams.
Microsoft Copilot is primarily a personal assistant within Microsoft apps, meaning it functions on a per-user basis rather than being centrally managed for an organization. Any attempt to extend its capabilities across teams would require significant developer effort and remain constrained within the Microsoft environment.
Onboarding & Implementation: Hands-On vs. Self-Service
Successfully implementing AI tools in an enterprise requires more than just software—it requires expert guidance, training, and ongoing support to ensure adoption and success. Cassidy provides a white-glove onboarding experience, working directly with each organization to build, customize, and integrate AI solutions effectively.
When you adopt Cassidy, you get:
A Dedicated Account Manager – Your team is assigned a Cassidy AI expert who helps design AI assistants and workflows tailored to your business needs. This ensures your AI solutions align with your processes and deliver real impact from day one.
Team Training Sessions – Cassidy provides hands-on training to help teams in sales, marketing, support, and operations seamlessly integrate AI into their workflows. This ensures that AI adoption happens smoothly across departments, not just in isolated pockets.
Weekly Office Hours – Cassidy hosts live Q&A sessions where customers can get expert advice, troubleshoot challenges, and explore new use cases for AI within their business.
Private Slack Support – A direct line of communication with Cassidy’s team, allowing customers to ask questions, request features, and receive real-time assistance whenever they need it.
This high-touch support model ensures that organizations don’t just buy AI tools—they successfully implement them and maximize their value.
By contrast, Microsoft Copilot follows a self-service onboarding approach. While Microsoft provides documentation, FAQs, and standard admin guides, there is no dedicated onboarding or personalized implementation support. If an organization needs additional guidance, they may have to work with third-party Microsoft partners at an extra cost. This means that adoption relies heavily on internal IT teams to configure Copilot and train users, which can slow down AI implementation—especially for enterprises looking to scale AI across departments.
Final Thoughts: Why Cassidy Stands Out
Microsoft 365 Copilot is a useful personal productivity tool within the Microsoft suite, helping with writing, summarizing, and task management inside apps like Word and Outlook. However, it lacks true AI-powered workflow automation and is restricted to Microsoft’s ecosystem.
Cassidy, on the other hand, enables end-to-end AI automation across your entire tech stack. It integrates with multiple tools, supports multiple AI models, and allows enterprises to build custom workflows that adapt to their specific needs. With hands-on onboarding, admin controls, and broad AI flexibility, Cassidy is the better choice for businesses looking to deploy AI across departments and tools.
Ready to see how Cassidy can automate your workflows? Book a demo today.
LLMs created a new era of automation. While previous workflow automation platforms could only automate tasks with basic if/then logic, LLMs unlocked complex reasoning in natural language.
However, the quality of LLM outputs and decisions is highly dependent on the specific context they’re given. Insufficient, disorganized, or outdated data can cause AI to respond inconsistently (or even hallucinate), making it hugely unreliable for business automation. Enter: Cassidy.
Cassidy is a more intelligent automation platform that makes every decision with full context on your business.
How it works: Cassidy’s knowledge base connects to your company’s existing knowledge tools (Slack, Notion, Drive, etc.) and automatically cleans, prepares and keeps your business’s data up-to-date. It removes the concept of “one-size-fits-all” logic and instead allows your team to reliably build powerful AI workflows that make complex, human-level decisions, all with a nuanced understanding of your company.
Cassidy was built for both non-technical and technical users, making effective AI automations accessible to teams of all shapes and sizes. Today, we’re thrilled to announce our $3.7 million funding led by The General Partnership, Neo, Comma Capital, Spacecadet Ventures, Ride Ventures, and angels like Erik Goldman (Co-founder of Vanta), Jason Dorfman (CEO of Orum), Zach Sims (CEO of Codecademy). We closed our round in November 2023 and have been growing fast...
What makes Cassidy’s automations ‘intelligent’
Companies typically want to consolidate their tooling, and since Cassidy's workflows are tailored to how a business operates, it works ‘intelligently’ in a few different ways:
It gets smarter with more interactions
Cassidy’s automations improve over time. Each interaction cites its sources, allowing you to verify and exclude specific information through human-in-the-loop processes. This transparency ensures your data remains accurate and up-to-date. As more interactions occur, Cassidy’s performance is refined, incorporating added context and prompt adjustments to continually enhance the system’s reliability.
It understands your business
Cassidy connects with all knowledge tools (Slack, Sharepoint, Confluence, etc.) to give AI context on your business, customers, competitors, brand voice, and more. It pulls the information in real-time so that it’s constantly up-to-date with what’s happening at your company and in the market. This gives Cassidy human-like judgment, and keeps responses consistent across your entire team.
It’s fully composable software
Cassidy allows teams to quickly build custom AI automations and agents. Companies can tailor the software to how their business operates, designing workflows that match their exact team’s processes. We're creating hundreds of AI action blocks combined with all the leading AI models (all included with your plan) so you can bring your AI tech stack into a unified platform.
AI that can run asynchronously
Cassidy’s workflows allow you to build automations that run even while you’re sleeping. You can create triggers from hundreds of different tools to automate tasks automatically. Because our AI runs with specific guardrails and the full context of your company, you can trust it to perform reliably without needing a human in the loop.
Built for teams of all shapes and sizes
We're making AI automations accessible to teams of all sizes and skill sets. To stay ahead in the age of AI, automation is no longer optional—everyone needs to be able to build out automations. Cassidy is designed to make it incredibly easy for non-technical teams to use and build complex automations. We offer a library of pre-made workflows and a simple text-to-workflow creation process. For more technical teams and granular use cases, Cassidy has the flexibility to add code and prompt engineering. Cassidy also has enterprise-grade permissioning and security that you can trust to keep your data private and encrypted. You can set advanced user-level permissions for your automations and knowledge data to keep your data secure. Learn more about our security (including compliance with SOC II) at trust.cassidyai.com.
Cassidy in the real world
We started Cassidy a little over a year ago and are continuously blown away by our customers’ creativity, from startup founders automating responses to RFPs to global public companies automating their sales enablement flows for 12k+ companies. Some use cases to spotlight:
RVezy is a leader in online RV rentals that built a suite of sales enablement and customer success automations. Since their business model and ideal customer persona are incredibly nuanced, they couldn’t rely on typical if/then logic or scoring criteria to prioritize and respond to customers. The team embedded Cassidy into their workflows to automate customer support triaging, handle chargeback disputes, and draft replies with highly nuanced context. These automations understand RVezy’s business inside-out and make high-context judgments for each ticket trained on thousands of previous support inquiries.
“Cassidy allows us to be much more proactive in addressing critical customer complaints - automatically escalating issues to a manager who can solve customer problems quickly”
E78 Partners, a leading advisory firm, utilizes Cassidy's AI automations for research and knowledge transfer across teams. They've built automations that are hyper-personalized to support industry research and client facing projects.
"Cassidy personalizes its AI tools to know our business, clients, and industries better than any other AI-enabled company. Across the board, our team is obsessed with using Cassidy as a copilot to refine solutions, research external industry insights, streamline knowledge transfer across teams and find creative ways to automate the day-to-day monotonous tasks."
Lexer, a customer data platform, generates responses to RFPs in minutes. Their team created an AI workflow that extracts questions from documents, searches their knowledge base for answers, then writes a thorough response in Lexer’s brand voice.
“I never thought I’d be able to automate responding to our RFPs until I found Cassidy. It was incredibly easy to connect my tools, and helps us respond 3x faster to customers so we can close more deals.”
What’s next
At Cassidy, we believe AI is going to become more and more embedded into how companies operate, starting with automations. If what we’re building resonates, check out our many open roles at cassidyai.com/careers 👈
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