Customer Story
How Filewave simplifies internal search and boosts clarity with Wonderchat
500+ Support Queries
Common Queries Deflected
Highly Effective
Multi-lingual Search
Staff Self-Support
Internal Use Case
Challenge
FileWave’s documentation portal contains an extensive knowledge base that users often found difficult to navigate. Searching for specific answers through traditional keyword search was inefficient and could lead to user frustration, especially within high-pressure IT environments.
Solution
Wonderchat deployed an AI support agent integrated directly into FileWave’s documentation site and Discord server. Trained on FileWave’s knowledge base, the bot provides users with natural language answers across multiple touchpoints, including on-site and community support channels.
Results
Since implementing Wonderchat, FileWave has seen significant improvements in user support efficiency. The AI agent now resolves over 500 queries per month, effectively reducing repetitive support tasks for the internal team. By making the knowledge base far more searchable and intuitive through natural language queries, users are able to find answers faster and with less frustration. Additionally, the integration with Discord has allowed FileWave to extend AI support across its user community, creating a seamless help experience no matter where users engage. The AI also surfaces gaps in documentation, helping the FileWave team improve their resources over time. “Wonderchat has been a valuable addition to my experience with FileWave's Knowledge Base. With its AI-powered natural language searching, it's easier than ever to find the information I need without getting lost in the complexities of the KB. What I also appreciate is its ability to highlight areas where information may be missing or where search results could use improvement. Overall, Wonderchat has positively enhanced my interactions with FileWave's Knowledge Base, and I'm grateful for the convenience and clarity it brings to my searches.” — Joshua Levitsky Global Head of Professional Services & Training, Filewave.

Filewave provides multi-platform endpoint management solutions to schools and enterprises. Their internal team needed quicker access to documentation.
Industry
Technology
Employees
200 +
Use Case
AI Agent for Technical Documentation
40+ Languages
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