Chainstack: Blockchain infrastructure made better with AI Copilot for Zendesk and Slack.

Chainstack’s challenge wasn’t a lack of knowledge, it was having so much that finding the right answer became difficult

That was exactly the situation at Chainstack, a well-known infrastructure provider in the Web3 space. They’re a major infrastructure provider that helps thousands of developers build on the blockchain. The company runs on deep technical expertise, offering tools that span over 70 – yes, seventy – blockchain networks.

But all that know-how came with a pretty big headache. Their internal documentation was massive and growing by the day.

With eesel AI, they are able to:

• Connect their Notion, Zendesk, Website, and more
• Answer inside Slack for internal teammates
• Draft replies and automate processes in Zendesk

When being the expert becomes a problem

Imagine trying to find one specific sentence in a library where new books are added every hour. That was the reality for Chainstack’s team.

Their own people, from support agents to engineers, were struggling to dig up the right information when they needed it. This created a few obvious snags:

• Everything was slow: Finding answers was a time-suck for everyone. Support agents would hunt through endless docs or, more often, have to ping an engineer for help.
• Developers were getting distracted: Their customers are developers, and developers need fast, technically perfect answers. When they didn’t get them, it slowed their projects down. And pulling Chainstack’s own engineers away from their work to answer support questions wasn’t helping anyone.
• They couldn’t keep up: As more developers started using Chainstack, the same technical questions about billing, specs, and performance kept rolling in. The team was getting buried under a pile of repetitive work.

Building a ‘brain’ with eesel AI

Chainstack knew they needed a way to instantly get the right info from their knowledge base. They chose eesel AI because it allowed them to build tailored assistants for both internal teams and customer support.

They set up two of them.

First, they built an internal AI assistant just for the Chainstack team. They fed it all their private, internal knowledge – think technical diagrams and process guides. Now, anyone in engineering, sales, or ops can ask it a question and get an immediate answer.

Integrated into Slack and trained on Notion and other sources, this assistant delivers answers directly where the team works every day.

Second, they gave their customer support team an AI copilot. This bot was trained on everything public: developer docs, API guides, help articles, you name it. When a customer asks a technical question, the AI suggests a precise answer, with sources, right there for the support agent. The agent can use it as is or tweak it. No more manual digging.

This AI Copilot bot was trained on past tickets and assist the support team right inside Zendesk.

Each assistant was customized to match its audience such as internal staff versus customer support, so responses stayed accurate and appropriate They never have to worry about the wrong docs being used for customer facing info, or the formatting or phrasing of their answers getting mixed up between internal and external stakeholders.

So, did it actually work?

Yep. The change was pretty immediate.

• Customer support response times for tricky technical questions were cut down significantly.
• The internal teams are saving hours a week that they used to spend just looking for information.
• A significant portion of common customer questions about performance and specs are now handled with AI-suggested replies, freeing up agents to work on the really tough problems.

Making knowledge useful again

Chainstack ran into a scaling problem. Their biggest strength – their incredible technical knowledge – was becoming too clunky to be useful day-to-day.

By creating a couple of specialized AI ‘brains’ with eesel, they made all that documentation instantly accessible again. It was a simple fix that ended up making a huge difference for their customers and their own team.

See how eesel AI can help your team do their work, start a free trial or book a demo.