We are super excited to release our AI-Chat today. We iterated on it for months, and it's finally in a state we are really proud of. It works together seamlessly with your docs, and was already able to resolve over 65% of customer support requests.

What's different about our AI-Chat is that it's clearly separated from your support flow to avoid being a blocker in between the human and the company. So that you immediately know "I'm chatting with an AI, not with a human." 

We made the transition from the AI chat to real support as smooth as possible. By default, all AI conversations are being marked done and only available if you search for them. But we automatically detect the ones that didn't get resolved or gave a bad response and we'll move them directly into your support inbox so you're ready to act on them. 

Works for support, changelog, and roadmap.

You can activate it here in the settings.

We have been working on this so long and are extremely happy to finally release this. For all customers who have been using us for a longer time, you will be super happy about this feature. Because until recently, when you had lots of data in ProductLane, the initial loading time was really slow. 

We rebuilt the Sync Engine from the ground up using Zero from Rookie Corp. Huge shoutout to the team who supported us and felt like an extension of our team building this new Sync Engine. 

We optimized all queries in every part of the product. Now, the initial load time is almost zero, and you will be able to get into the flow much faster. 

We're also super happy to release our live chat finally into public beta. This took us a lot of time to polish, and we wanted to make the experience really unique. The biggest problem we witnessed with existing live chat solutions is the wrong expectations that they create. With every support tool adopting AI features to respond to customers, what really annoyed us was that it used the same chat interface for the AI bot as for the human. This is super annoying because you clearly want to know if a support request has been submitted or if you are blocked by the AI not letting you through to the support team, which is just a really bad customer experience. Hundreds of companies or thousands of companies. 

Thousands of companies have now started to put an AI wall between them and their customers, dividing the customer relationship more and more. 

With the rise of AI, how did it happen that the user experience got so much worse? We want to change this with our new Productlane Live Chat. It clearly separates the chat that you have with a human from the chat that you have with the AI.

To make live chat feel personal again. If you have an urgent bug and you know "this is just a bug" and "this needs to get fixed" and you want to submit this as fast as possible to the support team. You just don't want to spend 5 minutes first answering random questions from an AI. 

Yes, we always want to make sure that there are two separate paths. It won't work for every B2C company, but we also see that the resolution rate from our AI bot is similarly high to the bots where the AI interferes between the connection of the user and the support team. 

Productlane changelog

AI Chat