The expensive part of SaaS support is often not the answer. It is rebuilding the problem. Who is asking? Which account are they in? What route were they viewing? What did they already try? Does their plan include the feature?
An embedded AI product support agent can answer where the work happens. Daily goes further by keeping that interaction as an operational request connected to the user, account, product journey and outcome.
Resolve the question in the moment
The Daily widget opens inside the SaaS with its own branding. The customer asks from the section where they are stuck; signed identity connects the request to the correct product user and workspace.
The agent can combine:
- approved product knowledge and safe navigation routes;
- plan, role and entitlements shared by the SaaS backend;
- the current section and recent journey signals;
- approved read tools for live application state.
“Why can’t I publish this workflow?” becomes a diagnosable request, not a generic search query.
“Not yet” should never disappear
If the user says the answer did not resolve the question, Daily keeps the same request and context. The customer can ask the agent to search further, request a person or close the panel for now. An unresolved answer remains visible for follow-up instead of being mislabeled as a technical failure.
Support can open the transcript, review sources and messages, add an internal note, see the related case and continue without asking the customer to repeat the story.
Make repeated questions visible to Product
Requests retain their type, outcome, section and related feature. That makes patterns easier to see: a missing guide, a permission rule that causes confusion or a route where users repeatedly stop.
Ticket deflection is useful; learning why the ticket existed is more valuable. The same evidence can improve documentation, interface copy, product behavior and the rules used by the agent.
Start with one support journey
A focused pilot can begin with one high-volume area:
- Connect frontend and backend repositories through GitHub.
- Review the proposed Product Manifest, routes and approved knowledge.
- Define signed identity, context and read tools.
- Install the branded widget and agree on resolution and handoff rules.
- Review requests, outcomes and repeated friction with the support team.
See Daily for AI Customer Success and product support or book a demo to map your support flow.
