EverAfter Launches AI Experts for Always-On Customer Guidance
EverAfter has introduced AI Experts, a feature that consolidates company knowledge from various sources, including knowledge bases, LMS courses, documentation, communities, CRMs, support platforms, data warehouses, and task tools, to provide always-on, contextual guidance integrated into the customer journey. Each Expert updates automatically as information changes, powering personalized programs, a smart search widget, an in-context task widget, and an "Ask the Expert" assistant. The company states that this feature allows builders to create domain-specific guidance without retraining, reduces support tickets, and establishes a unified knowledge layer that can extend beyond customer success to sales and partner enablement. The announcement also highlights gaps in adoption—72% of CS leaders expect AI to be critical by 2026, while only 32% have live use cases—and emphasizes expected improvements in customer autonomy and net revenue retention.
Our take: While EverAfter primarily focuses on customer success solutions, it also has a strong partner support approach. This offering is no different, explicitly referencing the extension of this AI capability to partners and partner enablement. Given that partners are often overlooked and under-engaged in most customer success models, EverAfter’s inclusion of partner support in its offering is refreshing.
