Global insurance-tech company Covergo have their internal IT teams covered in Slack and Jira.

Here’s how the global insur-tech company used an AI assistant to handle IT support, giving employees instant answers right in Slack, Confluence, and Google Drive.

Let’s be honest, as a company grows, so does the number of internal questions. For CoverGo, a fast-moving insurance tech platform, their IT team was getting buried under them. Questions about company policies, security rules, and basic IT stuff were coming in hot and heavy.

The problem was that all the answers were scattered across Google Drive, Confluence, and a bunch of random PDFs. This meant employees couldn’t easily find what they needed, and the IT department was stuck answering the same things over and over.

So, they set up an internal assistant using eesel AI. They plugged it into all their knowledge sources and put it right where everyone works: Slack. Suddenly, employees had one spot to get instant answers.

The result? The bot now handles a huge chunk of those internal questions, offering 24/7 support. This has seriously cut down on repetitive IT tickets, lets employees help themselves, and even has a slick way to pass trickier problems straight into Jira.

A little about CoverGo

CoverGo is a global company that gives insurance providers a no-code platform to build and launch their products super quickly. Their goal is to make the entire insurance process from creating a product to handling claims and run a lot smoother. They’re a tech company through and through, with a team spread across the globe that needs things to just work.

The growing pains of supporting a global team

As CoverGo got bigger, its internal support started to feel the strain. All the important info for IT, security, and company policies was a mess, living in different Confluence pages, Google Drive folders, and PDFs.

This created a few headaches:

• Information was scattered, so employees had to hunt around every time they needed something, which was a frustrating process.
• The same questions, on repeat. The IT team was spending way too much time in Slack and email answering things like, “What’s the Wi-Fi password?” or “How do I get access to that software?”
• A real time-sink. People were wasting time searching for info or just waiting for someone from IT to get back to them. This was a particular pain for a global team in different time zones, since IT wasn’t always online when they needed them.

A Slack chatbot, and an internal site chat bubble: Allow access where your team works

To sort this out, CoverGo used eesel AI to build an assistant that could be the first stop for all IT questions. The idea was to pull all their knowledge together and automate the simple stuff, giving employees help right inside the tools they already use.

They hooked eesel AI up to all their existing docs and guides:

• Confluence & Google Drive: To pull in all their internal how-to guides and company policies.
• PDFs: To grab info from specific technical manuals.
• Jira Help Center: To make use of the support articles they already had.

By connecting all these dots, eesel had everything it needed to start answering questions. To make sure people actually used it, they put the bot right in the middle of their workflow. Thanks to a Slack integration, employees can just ask a question and get an answer without switching apps. There’s also a little chat bubble on their internal sites for another easy way to get help.

It does more than just answer questions, too. The bot can read through long documents to find and summarize the exact piece of info you need. And for the tough questions it can’t answer? It’s set up to automatically create a Jira ticket, letting employees log a detailed support request without any back-and-forth. This way, the hard problems get to the right people without the IT team having to manually triage everything.

Happier teams with instant answers and a freed-up IT team

Since bringing in eesel AI, things have really changed for the better at CoverGo.

Employees now get quick, accurate answers to their questions anytime, day or night, no matter where they are. This means a lot less waiting around. The IT team is no longer bogged down by a constant stream of simple queries, which frees them up to work on bigger projects that actually push the company forward.

People are also finding they can solve a lot of their own problems, which makes everything from onboarding a new hire to just getting through the day a bit smoother. The AI assistant has become the go-to spot for reliable info, making sure everyone is on the same page. Plus, when someone does have a complex issue, the automatic Jira ticket creation makes sure it gets tracked and resolved properly.

Ready to stop answering the same questions and give your team a break? Schedule a demo of eesel AI today.