“I thought it was human.” Meet Gaia, Genially’s always-on AI agent

With 40M+ creators building interactive content across time zones, Genially’s chat had become the front door for everything—support question and content discovery. The team needed to scale from “support-only” to a full customer-lifecycle experience.

Answers support queries, recommends templates and understands images

Rauda AI deployed Gaia, an AI agent embedded in Kustomer that orchestrates end-to-end conversations. Gaia instantly answers support queries, recommends relevant templates and community examples, and can interpret images (e.g., screenshots of the editor or assets) to diagnose issues and provide precise guidance.

While Gaia handles level-0 support autonomously, every complex or high-impact case is seamlessly escalated to Genially’s human support specialists. This hybrid model—AI for scale, people for empathy—has been key to achieving both faster resolutions and higher customer satisfaction. Behind every smart answer, there’s an expert team continuously improving processes and training Gaia to learn from real interactions.

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• From support to full lifecycle: Gaia resolves issues and proactively drives upsell as Genially’s primary chat touchpoint.‍
• Smart assistance: Gaia answers questions, recommends templates/community geniallys, and understands screenshots to guide users.‍
• Always on: 24/7 coverage and boosted customer satisfaction by 25%+

Impact: upselling and satisfaction

With Gaia available around the clock, customer satisfaction scores improved by over 25%, response times dropped to real-time, and upsell increased as users received timely, tailored recommendations at the moment of intent. Genially scaled support to match its global audience while keeping existing workflows in Kustomer, unlocking a true shift from reactive support to a lifecycle-driven, revenue-aware experience.

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Public user 5-star review at Trustpilot:

Comment from Marga del Hierro, VP Community at Genially:

“Gaia had a lot to do with it. First, because I can see it was Gaia who prompted the review; and second, because it helped a user in the middle of the night and she’s super happy. Congrats.” Marga del Hierro, VP Community at Genially

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