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.
Research doesn’t have to be an expensive, manual, time-consuming process anymore.
With Cassidy’s Research Agent, you get real-time, continuous access to the web until it finds the precise answers you need, delivering up-to-date, accurate information quickly and effortlessly.
Whether you’re after business insights or competitive data to fuel your growth strategy, this tool ensures you get the exact information you’re looking for — no manual research required.
Unlike tools like ChatGPT, which handle individual queries, Cassidy’s solution is designed for repeatable, in-depth research. It continuously gathers, processes, and aggregates live web data, making it far more powerful for automating complex tasks that drive business decisions.
If you’ve been spending hours on research or relying on tools that fall short, it’s time to save both time and money with this powerful solution.
Ready to see how it can transform your workflow? Let’s dive in
Simplifying research with limitless reach
Research Agent scours the internet to retrieve real-time data tailored to your needs. Whether you’re conducting in-depth analysis or verifying key information, it eliminates manual effort and helps you make faster, more informed decisions.
At its core, Research Agent combines custom queries, autonomous web scraping, data analysis, and customizable output options. Here’s how it works:
Custom Instructions: You define exactly what data you're looking for—whether it’s competitive insights, verifying a company’s online presence, or gathering the latest news. This gives you complete control over the research process.
Autonomous Web Scraping: The tool automatically scans public online sources like websites and databases, saving you hours of manual searches. It can’t log into private accounts but uses public-facing data to gather insights. For example, you could input a company domain, and Research Agent would analyze accessible websites and compile a list of competitors for you.
Data Processing and Confidence: After collecting the data, it’s analyzed and presented with confidence scores, detailed reasoning, and a step-by-step breakdown of how the results were gathered. You’ll be able to trust the data and understand exactly how it was sourced.
Customizable Output: The results are delivered in a format that fits seamlessly into your workflow, allowing you to quickly act on the insights you’ve gathered. Whether you're generating reports, conducting competitive analysis, or validating information, the output is flexible and designed to meet your specific needs.
As Research Agent continues to evolve, new templates and features will be added, enhancing its research capabilities and allowing you to tackle even more complex tasks.
For more details, check out this overview video:
Our pre-existing templates can already help you work magic 🪄
We've created a range of pre-built templates available to simplify common research tasks, helping you get started right away.
These templates allow you to quickly gather relevant data without having to build workflows from scratch. Whether you’re searching for key contacts or analyzing competitors, the templates are designed to make your job easier.
But the real advantage comes from customization. While pre-built templates offer convenience, you can design your own workflows tailored to your specific needs. Whether you're automating a series of unique tasks or gathering insights for a highly specialized project, you can create workflows that match your exact requirements.
By designing custom templates, you not only save time but also open the door to automating complex tasks. This flexibility allows you to streamline operations, make more informed decisions, and focus on using the data to fuel business growth.
Applying Research Agent's insights for your business
The data gathered by Research Agent can be used across different areas of your business to make smarter, more strategic decisions.
For Sales: Detailed insights on potential customers, including their company background and key contacts, allow you to tailor your outreach for maximum impact.
For Competitive Analysis: Having access to competitor data in real-time enables you to quickly identify market trends, analyze your competitors’ strategies, and adjust your own.
For Lead Generation: By automating research, you can quickly build lists of high-quality contacts and leads, giving your team more time to focus on outreach.
For Market Research: Gain access to industry trends and customer preferences to make strategic business decisions faster, putting you ahead of the competition.
Here's an example of how you can conduct industry research:
As many departments in your organization are likely spending significant time or money on research tools, we aim to simplify that—while offering you the most accurate, current insights available from across the web.
Plus, exporting this data is easy.
With integrations like OneDrive and Word, exporting your data is seamless, allowing you to put research into immediate use. Some integrations work across both Knowledge Base and workflows, such as Slack, making it easy to store data and send notifications where they’re most useful. No matter where your data is headed, outputs are formatted to fit your exact needs.
Experience Cassidy for yourself
Ready to simplify your workflows and make data-driven decisions with ease? Cassidy offers the tools to automate your research and streamline operations across your business.
Cassidy and Glean serve different purposes in the enterprise AI space. Cassidy is an AI automation platform that executes multi-step workflows, while Glean is primarily an enterprise search tool designed to help teams find and retrieve information.
The biggest difference? Cassidy doesn’t just find information—it takes action. Whether automating RFP responses, triaging support tickets, or generating approvals, Cassidy applies AI to automate real work, while Glean focuses on retrieving knowledge across enterprise systems.
Here’s a quick feature comparison:
Feature
Cassidy (AI Workflow Automation)
Glean (Enterprise Search)
Core Focus
✅ AI-driven workflow automation
❌ Enterprise search & retrieval
Built-in AI
✅ AI powers every step
⚠️ AI helps find info, but doesn’t act
Knowledge Base
✅ Uses AI to automate tasks with context
✅ Centralized knowledge retrieval
AI Assistants
✅ Real-time assistants in Slack, Teams, Chrome
❌ No interactive AI assistants
Speed of Deployment
✅ Fast, no-code setup for targeted use cases
❌ Requires full org-wide data ingestion
Workflows vs. Agents
✅ No-code workflow automation
⚠️ AI “agents” generate workflows dynamically
Security & Access
✅ Enterprise-ready (SOC 2, permissions, SSO)
✅ Strong security & granular permissions
Ideal Use Case
✅ Automating multi-step business processes
✅ Finding company-wide knowledge
Cassidy: AI That Works For You
Cassidy isn’t just about surfacing information—it’s about automating work. It can:
Draft & process RFPs in seconds, pulling from company knowledge.
Triage and route support tickets automatically, reducing workload.
Enrich and update CRM records, helping sales teams move faster.
Generate personalized emails, reports, and summaries with real business context.
With no-code workflow automation, teams can deploy Cassidy quickly for immediate value—no IT-heavy setup required.
Glean: Search, Not Automation
Glean specializes in enterprise knowledge retrieval, making it easy for employees to find information across wikis, emails, and files. It’s designed to:
Reduce internal support tickets by giving employees self-service answers.
Help new hires get up to speed by centralizing company knowledge.
Improve decision-making by surfacing relevant reports and past work.
Glean’s AI-powered search is fast and accurate, but it doesn’t automate tasks or workflows—users still have to take action manually.
Speed of Deployment: Quick Wins vs. Heavy Rollout
Cassidy: Deploy in days, not weeks, by targeting a single high-impact use case (e.g., automating customer support responses or drafting proposals). AI assistants and workflows can be embedded directly into Slack, Teams, and email without deep integrations.
Glean: Requires indexing the entire organization’s data before it’s useful. Companies must integrate Glean with all tools and set up permissions before employees can start using it.
Cassidy delivers value immediately, while Glean is a long-term IT investment.
Automation Workflows vs. AI Agents
Cassidy: Users build clear, step-by-step workflows—for example, analyzing an incoming request, updating a system, and drafting a response—all automatically. It’s predictable, structured automation that businesses can rely on.
Glean: Introduces AI “Agents”, which attempt to dynamically generate workflows on the fly based on broad user goals. While promising, this approach lacks fine control and predictability, making it less suited for critical business processes.
Enterprise Readiness & Security
Both platforms meet enterprise security standards, including SOC 2 compliance and strong access controls.
Cassidy provides role-based access and data privacy controls, ensuring AI assistants only access relevant information.
Glean enforces strict user permissions, making sure employees only see data they are authorized to access.
While both platforms prioritize security, Cassidy is faster to implement without requiring full company-wide data integration.
Who Should Use Cassidy vs. Glean?
Use Cassidy if you need:
✔️ AI-powered workflow automation that acts, not just retrieves data ✔️ Fast, no-code deployment for targeted automation use cases ✔️ Real-time AI Assistants in Slack, Teams, and Chrome ✔️ Automations that replace manual tasks like RFPs, support triaging, and CRM updates
Use Glean if you need:
✔️ Enterprise-wide search to help employees find existing knowledge ✔️ A centralized knowledge hub that connects to all your company’s data sources ✔️ AI that retrieves information but doesn’t take action
Final Thoughts: Why Cassidy Wins
Glean is a powerful knowledge retrieval tool, but Cassidy goes further—using AI to actually get work done. If your goal is to automate business processes, reduce manual effort, and deploy AI-powered workflows quickly, Cassidy is the clear choice.
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.
Automate tasks with custom, data-driven workflows.
Chrome extension
Cassidy at your fingertips with browser extensions.
No model training
Unlike ChatGPT, Cassidy never trains with your data.
Knowledge Base
Centralized intelligence for smarter automation.
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