Business Impact
Automating Hosting Support Without Guessing
As a support team lead at a hosting provider, there are situations you simply learn to dislike:
- High ticket volumes during peak hours
- Key team members on sick leave
- Certain problems that only one person really understands
- New colleagues trying their best — but lacking context
- Non-native speakers who know the solution, but struggle to phrase it clearly and confidently
And then there’s the constant pressure: Customers expect fast, correct answers — every time — regardless of who is on shift.
Over time, support becomes less about helping customers and more about juggling workload, knowledge gaps, and availability. That’s not what any of us signed up for.
The Frustration With “AI Solutions”
Like many others, EDIS Global tried to solve this with automation:
- Event-based bots
- Rule engines
- Keyword triggers
- Stories from other hosting companies experimenting with Rocket.Chat and ChatGPT
- Built-in tools like Fin in Intercom
All of them promised relief. None of them delivered what hosting support actually needs.
The problem wasn’t speed. The problem was guessing.
- Bots guessing intent
- Bots guessing context
- Bots answering confidently — and being wrong
In hosting, that’s unacceptable.
A Different Approach: Building a Hybrid Support Team
When EDIS Global started using Aissist.io, they didn’t expect miracles. What they wanted was a hybrid support team — humans supported by AI, not replaced by it.
Aissist.io doesn’t try to be clever on its own. It doesn’t pretend to “know everything.” Instead, it works with dedicated knowledge sources and clear processes — exactly how real support teams work.
It creates tailor-made reply drafts for support agents, in virtually any language. Agents review, learn, adjust — and over time, the system learns with them. The result is not just faster replies, but better ones.
What Changed in Practice
The impact showed up quickly:
- Average response times dropped below one minute
- CSAT improved noticeably
- Knowledge stopped being locked to individual team members
- New colleagues onboarded faster
- Non-native speakers delivered clearer, more confident responses
Most importantly: the team felt supported instead of replaced.
Training Matters — Just Like With People
Aissist.io needs training. That’s a good thing.
Just like with human colleagues, if you never show them how things work, they won’t magically learn. Once EDIS invested in a clean, structured knowledge base and fine-tuned workflows, Aissist.io started to shine. It scaled with them. It adapted. It improved.
What started as a plan for semi-automated workflows gradually turned into full service automation in many areas — without chaos, without guesswork.
Why Aissist.io Stands Out
EDIS Global won’t pretend the website explains all of this perfectly, but the platform itself is straightforward, practical, and reliable.
They rely on native integrations with Intercom and Front (used daily), and they needed:
- No brittle rule systems
- No black-box answers
- Controlled automation that understands how hosting support really works
The Outcome
Aissist.io didn’t reduce the team. It brought out the best in it.
Less headache. Fewer painful moments. Higher quality responses. Happier customers. Happier support agents.
EDIS Global was skeptical and tried many tools before. Aissist.io is the first one they didn’t look back from.
FrontApp AI vs Aissist.io: Quick Comparison
For teams already using Front, the decision often comes down to native AI features versus a deeper automation layer.
- Automation depth: FrontApp AI focuses on in-app efficiency; Aissist.io adds multi-agent orchestration for complex technical support workflows.
- Technical troubleshooting: FrontApp AI helps with drafting and summarization; Aissist.io is designed for diagnosis, guided troubleshooting, and structured escalations.
- Knowledge handling: FrontApp AI relies on existing content; Aissist.io combines verified sources with workflow logic for higher accuracy in edge cases.
- Handoff quality: Both support handoff, but Aissist.io emphasizes richer summaries and context capture.
- Pricing model: FrontApp AI is tied to Front plans and add-ons; Aissist.io uses a usage-based model designed to be 2X more cost efficient at scale.
FAQ: EDIS Global AI Support for Hosting
How did EDIS Global improve hosting support speed?
By using AI to draft and resolve common technical questions, response times dropped below one minute while preserving accuracy.
What makes AI support safe for technical hosting issues?
Aissist.io relies on verified knowledge sources and structured workflows, with clear handoff to humans for edge cases.
How does AI help multilingual hosting support?
AI drafts responses in multiple languages consistently, reducing dependency on scarce multilingual staff.
Does AI replace the support team?
No. It supports the team, standardizes knowledge, and reduces workload while humans handle complex or sensitive cases.
What tools does Aissist.io integrate with?
EDIS uses Intercom and Front, and Aissist.io integrates natively with both.