Amplitude embeds AI support agent inside products to reduce friction
Amplitude has launched an AI Assistant designed to help users without sending them to separate support channels. The tool sits within Amplitude's analytics platform and uses data on user behavior to shape its responses.
Instead of relying on a chatbot or ticketing system, the assistant responds within the product experience and draws on a user's in-product history. It can guide users through tasks with step-by-step walkthroughs or carry out actions on a user's behalf to complete workflows.
How the system works
The assistant monitors for signs that a user is struggling and can intervene with contextual help before the user disengages. Teams can review the sources and reasoning behind each response, giving organizations a clearer record of how the system arrived at an answer.
The tool connects to existing products in Amplitude's suite. Guides and Surveys determine when the assistant should step in, while Session Replay shows what happened before and after a support interaction. If human support is still needed, the handoff includes a full case file for the support team.
Amplitude uses AI Feedback to turn support conversations into product data that teams can analyze. This links support interactions directly to behavioral data, product journeys, and where users get stuck.
What early users are doing
Advanced Solutions International is evaluating the tool to support users without moving them away from the application. The company said it sees the approach as the future of customer support.
"Our users don't want to stop what they're doing to look for help or file a support ticket," said Michelle Esquivel, senior manager of global documentation at Advanced Solutions International.
Early users are applying the assistant to onboarding, reducing support demand, and identifying friction points inside products. Amplitude did not provide customer numbers or financial details linked to the launch.
Market timing
Amplitude framed the launch against rising demand for in-product support as businesses look to reduce friction in digital services. The market is also seeing broader interest in software agents that handle complex tasks rather than simply answer straightforward questions.
Amplitude serves more than 4,700 customers, including Atlassian, Burger King, NBCUniversal, and Square.
Related: Learn more about AI for Customer Support and AI Agents & Automation.
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