Case Study: Sentient achieves improved customer experience and reduced support time with Chameleon

How Sentient Improved Customer Experience While Saving Time

Sentient.ai, maker of the Sentient Ascend AI optimization platform, faced a scaling problem: as its customer base grew, one-on-one training and feature updates became unsustainable, and major product changes regularly generated confusion and expensive support calls. Building an in-house in-product guidance system would have diverted engineering time from core product work.

Sentient chose Chameleon to deliver targeted in-product tours, modals and help widgets that can be set up in 1–2 hours per release without engineering involvement. The change reduced support call volume (saving an estimated 3–5 hours of calls per week), improved customer adoption and internal confidence in the product team, and opened plans to expand Chameleon use for onboarding and self-serve tutorials.

Sentient

Robert Severn

Product Manager