This might be the biggest opportunity in AI right now: take your industry expertise, apply new AI knowledge, and become the AI expert in your industry.
See, a recent McKinsey report stated that AI adoption in the workplace has actually remained stagnant from 2021 to 2023.
I believe that’s because most people have a general understanding of AI, but they have no idea how to use it in their specific industry. There’s a huge opportunity to become the person who shows people how to apply AI to your industry. Focus on teaching use cases actually relevant to their daily work.
The more niche you get, the bigger impact you can have.
How do you become the AI expert in your industry?
First, position yourself as the "AI Person" at your company. Share your learnings and experiments with colleagues and other people in your industry.
There's no shortage of people looking to make their lives easier. Start by helping those around you.
To take it a step further, share your insights online.
You know I love TikTok, but it doesn’t matter which platform you choose. TikTok, LinkedIn, Twitter, Instagram, YouTube, whatever. The steps are simple.
Learn about AI
Use it in your industry
Share online how you’re doing that.
Repeat for months-years
If your content is helpful and you do it for long enough, you’ll start to be seen as the AI expert for your industry. You'll have the opportunity to make a significant impact by applying the power of AI to address specific problems within your field.
Remember: every industry needs an AI expert, you can be it.
Picture an AI system that doesn’t just answer questions or move data around, but truly understands what it’s doing.
It knows your brand policies, notices patterns in text, pulls the right documents when needed, and takes meaningful actions — all without you writing a single line of code.
That’s contextual automation, and it’s at the heart of what Cassidy is building.
Let’s explore what contextual automation is, why it’s different from old-school automation, and how Cassidy brings it to life in a way that feels both futuristic and easy to grasp.
What is Contextual Automation?
Traditional automation often relies on simple triggers: “When X happens, do Y.” This works well when you’re dealing with neat, structured data — like updating spreadsheets or sending emails. But modern businesses deal with messy, unstructured information, such as emails, chat logs, PDFs, and policy documents.
These sources don’t follow a tidy format, and they can hide key details in plain text.
Contextual automation takes things further by letting AI read and interpret that unstructured data. Instead of just passing it along, the system understands why it matters. It can cross-reference facts from documents, product specs, or internal policies, then take the right action without requiring you to manually dig through it all.
Advantages of Contextual Automation
Contextual automation improves two things: the speed at which you access information and your ability to act proactively. With accurate, up-to-date insights available in seconds, your team can make better decisions and achieve outcomes faster.
Context-Driven Actions Cassidy goes beyond simply sharing data. It understands the context and takes the right actions, whether that means drafting a response, sending timely updates, or verifying that you’re being compliant.
Empowering Your Team Our workflows are essentially going to act as virtual agents, offering valuable insights and context for your employees. Whether you need background information on a video call participant, detailed company reports, or alerts on competitor activity, there are different ways to help your team get their job done faster and more efficiently.
Built for Everyone You don’t need technical expertise or prior knowledge of AI to set up powerful workflows with Cassidy. Every department can benefit from contextual automation. If you’d like to see some examples, explore the dozens of templates on our use-case page and see how easy it is to get started.
Why Standard Automation Falls Short
Old-school tools shine with structured tasks. If you want to copy data from one cell to another, they work great. But they tend to break down when handling open-ended or ever-changing content.
Most of them weren’t built for large volumes of text, making them blind to the deeper context hidden in emails or documents.
They also struggle to chain multiple AI steps together. Many platforms offer a simple “AI step” to summarize text, but they don’t let you blend knowledge from different sources or apply complex logic.
That’s where contextual automation stands out: it goes beyond a single prompt, bringing real understanding and multi-step reasoning into the mix.
How Cassidy Makes it Happen
Cassidy’s platform is built to handle these complexities from the start. We combine AI models, knowledge indexing, and no-code workflow design to deliver a seamless experience.
Unified Data Model
All of your information — from PDFs to support centers to spreadsheets — can be indexed in Cassidy’s knowledge base. If the AI needs to confirm any kind of policy, it can jump right to the correct section of your policy document. If it’s summarizing a support ticket, it can also review past chats for context.
Multi-Step AI Workflows
Rather than relying on a single rule, Cassidy chains multiple AI actions into a seamless workflow. Let’s say you want a full picture of a new lead and an updated lead score in your CRM as soon as their email lands in your inbox.
Cassidy starts by gathering the basics, like name and email, then enriches the profile with insights from LinkedIn and the company’s online presence. Next, it calculates a lead score with a brief explanation and updates your CRM, all in one smooth, connected flow. Every step builds on the last, ensuring your team receives a complete, context-rich lead profile that’s ready for action.
No-Code Building Blocks
We offer drag-and-drop “building blocks” for tasks like sentiment analysis, text comparison, or drafting replies. You snap these pieces together to form custom workflows that match your needs. This makes it easy for non-technical users to build advanced automations without learning to code.
Flexible and Future-Ready
As AI evolves, Cassidy evolves too. If a new large language model comes out, you can plug it into your existing workflows. That means your automations can keep improving without needing a total rebuild.
Real Possibilities with Contextual Automation
Contextual automation isn’t just for one team or department. It can reshape how entire organizations handle their day-to-day operations. Here are a few examples:
Sentiment and Policy Checks Have the AI scan user comments or support tickets, then compare them to your policies. If certain keywords suggest an urgent issue, it can draft a response or alert the right person — all in real time.
Smarter Knowledge Base Searches Save your employees countless hours by making all your information easy to access. Instead of having to manually search through vast knowledge resources, Cassidy scans your data to quickly pull together the best answers and present them in clear, plain language.
Live Document Review Whether it’s a contract or a compliance form, Cassidy reviews your documents by cross-referencing them with your guidelines or any instructions you may have. It quickly identifies potential issues or discrepancies, reducing human error and speeding up the review process.
Task Routing with Context When a new ticket arrives, the system examines its content, references relevant documents, then sends it to the right department with a suggested plan of action.
Where Contextual Automation Is Headed
AI is moving fast, and contextual automation opens the door to even bigger possibilities. Large language models are gaining the ability to handle longer and more detailed text. They’re also getting better at reasoning, remembering past conversations, and adapting as new data comes in.
Adaptive Learning Workflows will watch how users respond and automatically improve their logic over time.
Multi-Model Strategies Different AI models might be used for different steps — one for drafting content, another for fact-checking. Cassidy is built to let you combine models as you see fit.
Custom AI Agents Imagine having an AI “co-worker” who speaks your brand’s language, knows your product lines, and aligns with your unique processes. Giving you all of the accurate and most up-to-date information possible.
Enhanced Oversight As AI grows more powerful, tools for auditing and tracking decisions will also advance, keeping everything accountable and transparent.
Embracing Contextual Automation with Cassidy
The idea of software that truly understands your operations has been a dream for years. Now, with contextual automation, it’s reality. Instead of juggling countless tools that handle only fragments of your workflow, you can unify everything under one AI-driven system that references all the context it needs.
Cassidy is leading the charge by creating a no-code platform that ties AI reasoning together with real-world tasks. If you’ve ever wondered how to automate those “complicated” processes that involve lots of back-and-forth or too many documents to count, we’re here to help you make it simple.
Join us in shaping the future of AI
Check out we bring contextual automation to life. Whether you’re a small team looking to scale everyday tasks or a large enterprise aiming to handle massive volumes of information, our approach adapts to your needs.
Welcome to the next chapter of AI — where automation does more than just shuffle data. It thinks, it interprets, and it delivers truly contextual results. That’s the promise of contextual automation, and we can’t wait to see how you’ll use it. Sign up for a free demo today.
Customer support teams face countless challenges every day: handling high ticket volumes, answering tough questions, and maintaining meaningful interactions across platforms. It’s a high-pressure job that requires efficiency, adaptability, and tools that work as hard as they do.
With all the stress and mental energy it takes to juggle these challenges, AI can be a powerful partner for support teams. Not a replacement, but a trusted resource that works alongside you and your team. By handling the heavy lifting, AI allows support teams to focus on what they do best: building connections and delivering great customer experiences.
In this blog, we’ll show how Cassidy equips support teams to tackle key enablement tasks — streamlining processes, building impactful resources, and delivering exceptional customer experiences.
Clear Out Tickets With On-Demand Answers to Questions
High ticket volumes are every support team’s nightmare. Maybe it’s a bug that’s disrupting users, or an unexpected outage that sends panic through your customer base.
Whatever the cause, tickets pile up fast, and your team is left trying to triage the chaos. Everyone’s scrambling to prioritize the most pressing issues, but with so many demands coming in at once, it’s easy for important requests to fall through the cracks.
You don't want to get to a point where customers get frustrated, agents feel burned out, and the pressure only mounts.
In moments like these, teams do their best: manually assigning tickets, answering repetitive questions, and leaning on internal experts for technical issues. It works for a while. But when volumes spike, manual processes slow things down, agents lose time searching for answers, and the team struggles to keep up.
This is where AI can make all the difference.
Cassidy takes the pressure off by drafting accurate, context-rich replies to customer emails and support tickets automatically. Powered by your knowledge base, it ensures every response is not only timely but also reliable. From answering common questions to tackling more complex issues, Cassidy equips your team with the tools to stay ahead of mounting tickets, delivering thoughtful solutions that keep customers happy and operations running smoothly.
Support agents in real-Time: Provide instant, accurate answers from your documentation to help resolve technical issues faster.
Chrome extension to help with responses: Use Cassidy’s AI-powered assistant directly in your browser to draft replies and access critical information without ever switching tabs.
Ticket surges are inevitable, but they don’t have to overwhelm your team. By combining human expertise with AI-powered support, Cassidy ensures that even the busiest times are manageable, allowing your team to stay calm, focused, and ready to deliver the quality service your customers deserve.
Compile All Information From Your Support Center
No matter how experienced your support agents are, they’re bound to face tricky questions that require digging through resources for answers. A customer might ask about an edge-case bug, a rarely used feature, or a complex integration. When agents can’t find the information they need quickly, the delay adds frustration — for both them and the customer.
Traditionally, teams handle this by leaning on engineers or internal experts for help.
While this can work in a pinch, it’s not scalable.
Agents lose valuable time chasing down answers, customers are left waiting longer, and the overall efficiency of your support operation takes a hit.
This is where Cassidy steps in to bridge the gap. Instead of leaving agents to fend for themselves or rely on others, Cassidy pulls real-time, accurate information from your technical documentation, knowledge base, and other resources.
Whether it’s troubleshooting steps or product-specific guidance, Cassidy ensures agents have the answers they need—instantly. By turning scattered information into actionable insights, Cassidy empowers your team to resolve even the toughest customer inquiries with confidence and speed.
Ways Cassidy can help centralize your knowledge base.
Provide Instant Access to Documentation: Cassidy draws from your technical resources in real-time, giving agents the information they need without delays.
Create a Centralized Knowledge Hub: Consolidate scattered resources into a single, AI-accessible system so your team can find answers faster.
This means your team spends less time searching for answers and more time focusing on meaningful customer interactions. And as Cassidy learns from your existing processes, it continues to improve, providing even better support over time.
With Cassidy, your support team is no longer bogged down by the hunt for information. Instead, they’re equipped with the tools and insights they need to work smarter, handle complex issues with ease, and deliver an exceptional experience every time.
Creating Personalized Communication That Sound Like Your CS Team
Customers expect more than just fast responses—they want interactions that feel personal and relevant. Whether it’s a follow-up to a support inquiry, an email announcing a new feature, or even outreach on LinkedIn, personalization is what turns a basic interaction into a memorable experience.
Cassidy helps bridge this gap by equipping teams with the tools to craft personalized communications that feel human—without requiring hours of manual effort. From pulling key details like customer history and preferences to generating dynamic, context-aware messaging, Cassidy ensures every interaction feels authentic and on point.
Imagine announcing a feature update to your customers. Instead of sending a one-size-fits-all email, Cassidy can help you tailor messaging based on each customer’s previous interactions, product usage, or company size.
The result? Emails that resonate with your audience and make them feel seen. Or consider LinkedIn outreach—Cassidy can suggest personalized introductions that align with a client’s professional background and needs, ensuring your outreach stands out in a crowded inbox.
How Cassidy Supports Personalized Customer Interactions:
Dynamic Messaging for Any Channel: Generate tailored emails, chat responses, or outreach messages based on customer data.
Comprehensive Customer Insights: Pull from past interactions, product usage, and preferences to inform your communication strategy.
Consistency Across Platforms: Ensure your team’s voice and tone stay aligned, whether reaching out via email, LinkedIn, or chat.
Personalization doesn’t have to feel forced—or time-consuming. With Cassidy’s support, your team can create meaningful, tailored interactions at every stage of the customer journey, building stronger relationships and driving deeper engagement, one message at a time.
Endless Use-Cases for CS
Customer support is about more than solving problems — it’s about fostering trust, delivering value, and enabling teams to thrive. Cassidy helps support teams achieve this by streamlining workflows, enhancing customer interactions, and providing tools to create impactful resources.
Whether it’s crafting personalized emails, generating FAQs, or pulling actionable insights from existing data, Cassidy empowers teams to focus on what matters most.
With seamless integration into your existing tools and features like real-time AI assistance, Cassidy centralizes information and simplifies processes. Agents can respond faster, create better enablement materials, and maintain consistent, high-quality interactions across every touchpoint.
Plain and simple: why Cassidy stands out:
Effortless Content Creation: Turn documentation into FAQs, training guides, and more with minimal effort.
Tailored Customer Messaging: Personalize communication for emails, outreach, or tickets to build stronger connections.
Integrated Workflows: Bring tools together to provide agents with immediate context and actionable insights.
Streamlined Onboarding and Training: Train new customer support hires with Cassidy as their AI copilot, providing instant access to knowledge bases and tools to help them get up to speed faster.
Cassidy is designed to help your team work smarter, not harder, making customer support more efficient.
LLMs created a new era of automation. While previous workflow automation platforms could only automate tasks with basic if/then logic, LLMs unlocked complex reasoning in natural language.
However, the quality of LLM outputs and decisions is highly dependent on the specific context they’re given. Insufficient, disorganized, or outdated data can cause AI to respond inconsistently (or even hallucinate), making it hugely unreliable for business automation. Enter: Cassidy.
Cassidy is a more intelligent automation platform that makes every decision with full context on your business.
How it works: Cassidy’s knowledge base connects to your company’s existing knowledge tools (Slack, Notion, Drive, etc.) and automatically cleans, prepares and keeps your business’s data up-to-date. It removes the concept of “one-size-fits-all” logic and instead allows your team to reliably build powerful AI workflows that make complex, human-level decisions, all with a nuanced understanding of your company.
Cassidy was built for both non-technical and technical users, making effective AI automations accessible to teams of all shapes and sizes. Today, we’re thrilled to announce our $3.7 million funding led by The General Partnership, Neo, Comma Capital, Spacecadet Ventures, Ride Ventures, and angels like Erik Goldman (Co-founder of Vanta), Jason Dorfman (CEO of Orum), Zach Sims (CEO of Codecademy). We closed our round in November 2023 and have been growing fast...
What makes Cassidy’s automations ‘intelligent’
Companies typically want to consolidate their tooling, and since Cassidy's workflows are tailored to how a business operates, it works ‘intelligently’ in a few different ways:
It gets smarter with more interactions
Cassidy’s automations improve over time. Each interaction cites its sources, allowing you to verify and exclude specific information through human-in-the-loop processes. This transparency ensures your data remains accurate and up-to-date. As more interactions occur, Cassidy’s performance is refined, incorporating added context and prompt adjustments to continually enhance the system’s reliability.
It understands your business
Cassidy connects with all knowledge tools (Slack, Sharepoint, Confluence, etc.) to give AI context on your business, customers, competitors, brand voice, and more. It pulls the information in real-time so that it’s constantly up-to-date with what’s happening at your company and in the market. This gives Cassidy human-like judgment, and keeps responses consistent across your entire team.
It’s fully composable software
Cassidy allows teams to quickly build custom AI automations and agents. Companies can tailor the software to how their business operates, designing workflows that match their exact team’s processes. We're creating hundreds of AI action blocks combined with all the leading AI models (all included with your plan) so you can bring your AI tech stack into a unified platform.
AI that can run asynchronously
Cassidy’s workflows allow you to build automations that run even while you’re sleeping. You can create triggers from hundreds of different tools to automate tasks automatically. Because our AI runs with specific guardrails and the full context of your company, you can trust it to perform reliably without needing a human in the loop.
Built for teams of all shapes and sizes
We're making AI automations accessible to teams of all sizes and skill sets. To stay ahead in the age of AI, automation is no longer optional—everyone needs to be able to build out automations. Cassidy is designed to make it incredibly easy for non-technical teams to use and build complex automations. We offer a library of pre-made workflows and a simple text-to-workflow creation process. For more technical teams and granular use cases, Cassidy has the flexibility to add code and prompt engineering. Cassidy also has enterprise-grade permissioning and security that you can trust to keep your data private and encrypted. You can set advanced user-level permissions for your automations and knowledge data to keep your data secure. Learn more about our security (including compliance with SOC II) at trust.cassidyai.com.
Cassidy in the real world
We started Cassidy a little over a year ago and are continuously blown away by our customers’ creativity, from startup founders automating responses to RFPs to global public companies automating their sales enablement flows for 12k+ companies. Some use cases to spotlight:
RVezy is a leader in online RV rentals that built a suite of sales enablement and customer success automations. Since their business model and ideal customer persona are incredibly nuanced, they couldn’t rely on typical if/then logic or scoring criteria to prioritize and respond to customers. The team embedded Cassidy into their workflows to automate customer support triaging, handle chargeback disputes, and draft replies with highly nuanced context. These automations understand RVezy’s business inside-out and make high-context judgments for each ticket trained on thousands of previous support inquiries.
“Cassidy allows us to be much more proactive in addressing critical customer complaints - automatically escalating issues to a manager who can solve customer problems quickly”
E78 Partners, a leading advisory firm, utilizes Cassidy's AI automations for research and knowledge transfer across teams. They've built automations that are hyper-personalized to support industry research and client facing projects.
"Cassidy personalizes its AI tools to know our business, clients, and industries better than any other AI-enabled company. Across the board, our team is obsessed with using Cassidy as a copilot to refine solutions, research external industry insights, streamline knowledge transfer across teams and find creative ways to automate the day-to-day monotonous tasks."
Lexer, a customer data platform, generates responses to RFPs in minutes. Their team created an AI workflow that extracts questions from documents, searches their knowledge base for answers, then writes a thorough response in Lexer’s brand voice.
“I never thought I’d be able to automate responding to our RFPs until I found Cassidy. It was incredibly easy to connect my tools, and helps us respond 3x faster to customers so we can close more deals.”
What’s next
At Cassidy, we believe AI is going to become more and more embedded into how companies operate, starting with automations. If what we’re building resonates, check out our many open roles at cassidyai.com/careers 👈
Automate tasks with custom, data-driven workflows.
Chrome extension
Cassidy at your fingertips with browser extensions.
No model training
Unlike ChatGPT, Cassidy never trains with your data.
Knowledge Base
Centralized intelligence for smarter automation.
By clicking “Accept All Cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Policy for more information.
