Similarweb’s support team noticed a problem: they were wasting too much time on manual work, and it was costing them speed, accuracy, and customer satisfaction.
To answer customers’ questions, they had to manually gather company and product information from several platforms. With ticket volume growing fast, they needed a better system.
The team knew there had to be a better way. And with the rise of GenAI, they saw real potential to make company and product information instantly accessible to more team members.
They tried uploading documents into ChatGPT to build searchable ‘knowledge brains.’
"But we quickly realized we couldn't scale this approach," said Lior Levy, Director of Operations & Product Management. Here’s why:
Instead, Similarweb’s team realized they needed a tool with:
Similarweb quickly saw how Doti fit their needs — and recognized the potential for Doti to be implemented across the organization.
"We were evaluating enterprise search tools, but they were expensive and didn’t scale. Doti was at the perfect stage for our needs," said Lior.
As a first step, Similarweb’s IT team connected Doti with Confluence, Zendesk, Atlassian, Slack, and several other tools.
They completed full integration and real-time sync in under an hour. Now, no manual updates would be needed — Doti would update company and product knowledge 20+ times daily.
First, Similarweb deployed Doti in public Slack channels so employees could ask questions and receive real-time answers — which were visible to everyone.
Now, instead of digging through platforms for information, or waiting hours (or days) for a teammate to respond, employees got instant responses — with source links.
Thanks to Doti’s autopilot feature, support teams started moving faster, and product managers already noticed they got fewer repetitive pings.
"Doti is the best thing that happened to my productivity this year," said Lea Queroub, a Product Manager at Similarweb.
Plus, this company-wide rollout helped teams get comfortable with using AI in their day-to-day. Watching autopilot in action helped people learn what it could do, and how they could use it.
Then, it was time to tackle the problem that inspired Doti’s usage in the first place: Saving time on common support questions.
Similarweb used Doti’s API to build a custom Zendesk agent for ticket deflection.
Now, agents consult with Doti before asking questions to the team or digging through platforms — often solving the issue right then and there.
"Doti has been a game changer — drastically reducing the time we spend searching for answers," said Alex Amoroso, Product Support Specialist.
The agent also ensures consistent response formatting, which leads to faster, more professional replies.
"We nearly doubled our ticket volume as we launched new products. And thanks to Doti, we didn’t need to grow the team. Doti helped resolve 20–25% of all tickets, and decreased MTTR by 30% — a huge ROI," said Lior.
Employees were sharing wins in Slack channels, tagging Doti in threads, and talking about how much time it saved.
“As other teams heard about Doti, more and more Similarweb employees became interested in the tool,” said Lior.
"Interest spread organically to R&D, product analytics, HR, and many other teams. They all wanted to use Doti."
And since Doti was already integrated with internal tools and permissions systems, onboarding new teams was fast and low-friction.
Managers and new hires across departments started using Doti to improve onboarding.
New hires started asking Doti company and product questions on their own timeline — and getting answers right away. This helped them ramp up faster, feel more confident, and avoid unnecessary bottlenecks.
"Our product is complex, and we constantly onboard new people. Doti helps them get the answers they need right away without needing a manager to walk them through every step,” said Lior.
Sales reps also started using Doti before, during, and after demos:
"Leadership encouraged AI adoption, but most tools just weren’t scalable. Doti made AI accessible to everyone," said Lior.
Doti normalized AI usage by making adoption easy, secure, and practical across the organization. Over time, the team’s AI usage evolved into fluency.
People didn’t just learn what AI could do — they learned when to trust it, how to work alongside it, and where its limits were. "When AI becomes part of your daily work, you develop a deep understanding of both its potential and limitations," said Lior.
With Doti’s new agent feature, any employee could create custom AI agents tailored to their specific needs — something that wasn’t possible with tools like ChatGPT.
"With Doti, the main advantage we have is completing a learning curve that most companies haven't experienced yet."
Similarweb projected $140,000 in annual time savings from Doti, thanks to the time it has saved their employees.
“The ROI from Doti is so obvious. Team members get what they need immediately. What could be better than that?” said Lior.
Recently, Similarweb held an internal AI Day — where Matan, Doti’s Co-Founder and CEO, presented Doti use cases to the entire organization.
"After that session, my inbox was full of requests,” Lior reported. “Everybody wants to use Doti."