Accelerating Onboarding and Support with an AI-Powered Assistant
A global MarTech corporation partnered with ShyftLabs to modernize how users access product knowledge, navigate onboarding, and resolve support questions. By deploying an AI-powered assistant capable of delivering multimodal, role-specific guidance, the company accelerated time-to-productivity, improved user satisfaction, and streamlined help desk operations across its application ecosystem.
The Challenge
With rapid product development and frequent deployments, users needed faster, more intuitive onboarding and support. Traditional documentation and static chat interfaces were no longer effective, and users increasingly expected real-time answers within the tools they were using.
Key challenges included:
- Slow onboarding cycles, as users struggled to find role-relevant guidance
- Information overload, with long-form help articles failing to address specific user needs
- Outdated support tools, such as text-only bots that couldn't deliver rich, contextual answers
- Disconnected support workflows, leaving help desk staff without insight into prior user queries
The company required a new paradigm—one that could deliver real-time assistance, tailored guidance, and integrated support without increasing overhead.
The Solution
ShyftLabs implemented a multimodal AI-powered assistant designed to meet users where they are, combining intelligent search, contextual understanding, and in-product guidance.
The solution included four core capabilities:
Multimodal Content Integration Ingested and indexed documentation, screenshots, diagrams, and video content to enable visual, dynamic responses to user questions.
Context-Aware Interaction Engine Delivered tailored recommendations based on user role, product area, and recent actions—ensuring guidance was always relevant and actionable.
In-App Onboarding and Support Layer Embedded directly within product interfaces, allowing users to access walkthroughs and help content in real time without leaving the application.
Help Desk Integration with Interaction History Transferred assistant-user interaction summaries directly into the support ticketing system, giving agents the full context to accelerate issue resolution.
The Results
The AI-powered assistant accelerated user onboarding and improved overall support operations across the product suite. New users received tailored guidance based on their role, reducing reliance on training sessions and long-form documentation. Help desk teams resolved issues more efficiently with full visibility into prior assistant interactions. With over 80 percent of users reporting satisfaction, the assistant proved to be a scalable, low-touch solution for personalized enablement and real-time support.
Faster Time to Productivity
New users received in-context guidance tailored to their role, reducing dependency on training sessions and support staff.
Higher User Satisfaction
Users found answers through visual, conversational experiences rather than navigating static documentation, leading to improved feedback scores.
Improved Support Efficiency
By passing conversation history to the help desk, support teams responded faster and with greater accuracy—reducing back-and-forth and case resolution time.
Scalable, Personalized Enablement
The assistant adapted to evolving product usage patterns and organizational roles, enabling scalable, low-touch onboarding across the enterprise.
Key insights
Users Want Precision, Not Pages
By providing role-specific answers instead of generic documents, the AI-powered assistant improved user confidence and engagement.
Onboarding Belongs Inside the Product
Embedding support directly in the user interface led to smoother adoption and eliminated friction between learning and doing.
Integrated Context Reduces Support Load
Passing prior interactions into help desk tickets improved the quality and speed of support without requiring additional user input.
Multimodal AI Delivers Enterprise-Grade Enablement
Combining structured content with conversational intelligence enabled a scalable support system that feels tailored without manual configuration.