How BitGo uses AI to un-bottleneck its support and internal knowledge

BitGo, an asset security company, has makes the most of eesel AI’s mulitbot setup for their customers and their employees.

• Their products are super technical, which meant the support team was swamped with the same questions, and internal teams could never find the right info in their dense documentation.
• BitGo set up two AI bots with eesel. One for their website to give clients instant answers, and an internal one to give staff a single place to look for technical info. Both bots learned from BitGo’s own secure documents.
• The outcome: Way fewer repetitive support tickets, staff finding info much faster, and a better self-service option for their big-name clients.

First off, who’s BitGo?

BitGo is a big deal in the digital asset world, providing custody, prime services, and wallet solutions. They’re trusted by thousands of institutions globally, managing over $90 billion in assets across millions wallets. Their customers aren’t casual users; they’re serious institutional clients and investors who expect top-tier security, accuracy, and support.

Growing pains and knowledge drains

BitGo’s reputation is built on a powerful – and seriously complex – suite of products. As the company grew, that complexity started creating some real headaches.

The internal info scavenger hunt

Inside BitGo, teams in support, sales, and success needed quick access to deep technical details on everything from margin trading rules to specific API endpoints. The problem was, all this info was scattered across long PDFs and a maze of internal documents. Finding the right answer was slow, frustrating, and led to everyone pinging the same few experts for answers, creating bottlenecks.

A support team stuck on repeat

Meanwhile, the client support team was spending most of its day answering the same handful of technical questions over and over, making it inefficient. First-response times crept up, and expert agents were too busy with repetitive tasks to focus on the high-stakes client issues that really needed their attention. They needed a way to provide round-the-clock, high-quality support without having to hire an army of new people.

Chatbots for different audiences

BitGo turned to eesel AI to build a central hub for all its knowledge, rolling out two different bots – one for the outside world, and one for their own team. The best part? The setup was surprisingly simple. They connected eesel directly to their existing knowledge sources without needing a bunch of developer time or complicated API work.

The instant custom chat bot for their clients

To give clients a way to help themselves, BitGo put an AI chatbot right on its website and support portal using eesel’s Chat Bubble and Inline Chat. They trained the bot securely on their public website content and a selection of PDF guides.

Now, a client can pop open the chat at 2 a.m. and ask, “What are the requirements for setting up margin trading?” and get an instant, correct answer pulled straight from BitGo’s official docs.

The bot for their own team

To be the single source of truth internally, BitGo created a second bot just for employees. Using eesel’s file upload feature, they fed it a library of internal tech manuals, policy docs, and product specs. This gave every team – from support to sales – one reliable place to find answers.

For example, a support agent stuck on a tricky ticket can now just ask the bot, “How do we configure custom roles and policies for an enterprise client?” and get the exact steps right away.

Simple and effective chat solutions for all audiences

Absolutely. By setting up these two bots with eesel AI, BitGo tackled its biggest growth problems head-on.

Fewer repetitive tickets
The chatbot on the website started handling a bunch of the common technical questions. This meant the human support team could finally breathe and focus on the trickier issues that actually needed their brainpower.

Internal teams got faster
The internal bot basically eliminated that frustrating scavenger hunt for information. Support team members could find what they needed in seconds, which cut down ticket resolution times and let them solve customer problems that much faster.

Happier, more confident clients
Clients now get the 24/7, instant technical support they expect from a leader like BitGo. The fact that the AI gives consistent, accurate answers reinforces the company’s reputation for being reliable and on top of its game.

The takeaway

At the end of the day, BitGo had an expert knowledge problem. They had all the right information, but it wasn’t getting to the people who needed it – internal teams and clients – quickly enough. By using eesel AI, they built an intelligent layer on top of their existing documents, giving everyone the immediate, accurate information they were looking for. It was a smart way to keep their high standard of service running smoothly as they continue to grow.