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Genially is a no-code platform enabling 40M+ users to create interactive presentations
Genially is the no-code platform for building interactive content—presentations, courses, microsites and data stories. With ready-made templates, animations, branching and analytics, teams create once and share anywhere without writing a line of code.
AI agent: Gaia
Gaia resolves issues and proactively drives upsell as Genially’s primary chat touchpoint.
Full guidance
Gaia answers questions, recommends templates/community geniallys, and understands screenshots to guide users
+25% satisfaction
24/7 coverage and boosted customer satisfaction by 25%
Challenge
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.
Solution
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.
Impact
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.