Meet Kai
Kai is Gleap’s AI chatbot for in-app support. It helps customers get answers while they are already inside your product, where the question or issue is happening.
The goal is not to put a bot between every customer and your team. The goal is to resolve repetitive questions faster, collect better context, and give human agents more space for the conversations that need judgment.
For SaaS teams, that balance matters. Customers want fast help, but they also want to feel heard when the issue is complex, urgent, or tied to their account.
What Kai Helps With
Kai can support the first layer of customer conversations:
- Answering common setup and product questions.
- Guiding users toward relevant help content.
- Asking clarifying questions before escalation.
- Collecting context for support agents.
- Helping users find next steps without leaving the product.
When a conversation needs a person, Kai should not pretend otherwise. It can hand off to your team with a summary so the customer does not have to repeat everything.
Grounded Answers Start With Good Knowledge
AI support is only as useful as the information it can rely on. Kai works best when it is connected to a maintained knowledge base with clear articles, current product information, and support policies.
That gives the AI a source of truth and gives your team a simple way to improve answers over time. If Kai struggles with a recurring question, update the article, add a clearer support note, or adjust the escalation path.
In-App Support Keeps Context Close
Support is easier when the conversation starts where the issue happened. Kai can live inside the Gleap widget alongside live chat, so users can ask for help without switching tabs or hunting for a contact form.
In-app support also helps your team understand the situation faster. Product area, account context, and recent user activity can all make the difference between a vague question and a useful support conversation.
Human Handoffs Stay Important
Some conversations should move to a human quickly: billing disputes, frustrated customers, complex bugs, churn risk, and strategic account issues.
Kai is designed to support that handoff, not fight it. When a human agent joins, an AI support copilot can help summarize context, suggest replies, and keep the response consistent without taking control away from the agent.
Connected to the Rest of Your Support Stack
Kai becomes more valuable when it is part of the wider support workflow. With Gleap, AI support can sit alongside bug reporting, feedback collection, live chat, and the tools your team already uses.
That means support conversations can turn into actionable work: a bug report with context, a help article improvement, a product feedback item, or a routed task for the right team.
Why Kai Matters for Product Teams
For support leaders, Kai reduces repetitive work and shortens the path to useful answers. For product teams, it creates another source of insight into what customers struggle with. Repeated questions can reveal unclear onboarding, missing documentation, confusing UX, or gaps in the product.
The best AI support systems do more than answer. They help the whole team learn.
A Better First Layer of Support
Kai gives SaaS teams a practical way to bring AI into customer support: grounded in your knowledge, available inside the product, connected to human handoff, and useful beyond the chat transcript.
That is the real promise of in-app AI support. Faster answers when the question is simple, better context when the issue is not, and a support experience that scales without losing the human layer.