Case Study: BitGo streamlines support and internal knowledge with eesel AI

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

BitGo, a major institutional digital asset security company, faced challenges with its complex technical products. Their internal teams struggled to find information scattered across dense documentation, and their support staff was bottlenecked by repetitive technical questions, making it difficult to provide efficient service. To address this, they turned to the vendor eesel.

The solution implemented by eesel was a multibot setup. eesel AI created one bot for BitGo's external clients, trained on public documents and integrated into their website, and a second internal bot for employees, trained on internal manuals and policy docs. This provided everyone with instant, accurate answers from a secure, centralized knowledge source. The results included a significant reduction in repetitive support tickets, faster internal information retrieval for staff, and the delivery of 24/7 self-service support to their clients.

BitGo