Changelog

Our latest update lets you upload videos directly to Brainfish and generate comprehensive articles based on the video content. Your product demos, training videos, troubleshooting guides, and more can now be converted into knowledge base articles automatically.

Video-to-Knowledge Generation

Convert video content into knowledge base articles automatically.

Here's what's new

• Automatic Article Generation: Upload video files and get articles generated automatically based on the content
• Video Processing: The system analyzes uploaded videos and extracts information to create articles
• Multiple Article Output: Depending on the video's content, one or more articles will be generated
• Integrated Storage: Videos are saved in storage with your other media uploads as reference for generated articles
• Understands voice: Narrate or speak over your video and our AI model will take these insights into article creation process

Here's how to use it

• Upload Process: Navigate to Knowledge → Articles → Select any collection → Upload video file
• Processing Wait: Wait for the video to finish uploading and processing
• Article Generation: Once processing is complete, articles will be generated based on the video content
• Email notification: We’ll notify you via email when all your new docs are created

Examples of video types that work well for knowledge generation

• Product Feature Demos: Screen recordings showing how specific features work
• Customer Onboarding Videos: Step-by-step tutorials for getting started
• Training Materials: Existing video libraries used for customer education
• Troubleshooting Guides: Videos demonstrating how to resolve common issues
• Workflow Walkthroughs: Process documentation showing end-to-end procedures
• Integration Setup: Videos showing how to connect with other tools
• Admin Configuration: Screen recordings of backend or settings configurations
• Use Case Demonstrations: Videos showing real-world application scenarios

Technical Details

• File Requirements: Videos must be 15 minutes or shorter. Note - Super admins can increase this limit up to an hour
• Processing Time: Depends on video length
• Compression: Videos are not compressed before processing (compression recommended for faster upload)
• File size: Up to 500mb
• Storage: Videos are kept as reference for the generated articles

Get Started Today

Video-to-Knowledge Generation is now available to all customers. Access it through your Knowledge section by selecting Articles, choosing any collection, and clicking "Upload a file" to add your video content.

Get started here.

Your team already lives in Slack. Now Brainfish can live there too. Whether it's Support needing troubleshooting steps or Sales looking up pricing details, team members can simply mention @Brainfish followed by their question to get instant answers without interrupting colleagues or switching between apps. This integration is available to all customers and plans.

Here's what's new

Instant Knowledge Access: Use @Brainfish mentions to get immediate answers from both your public knowledge base and internal documentation

Dual Knowledge Sources: Team members can access public customer-facing content, while Brainfish users get additional access to internal knowledge and processes

Threaded Conversations: Brainfish continues conversations in message threads, allowing for follow-up questions and clarification without repeated prompting

Channel Integration: Invite @Brainfish to any channel to enable team-wide access to instant answers and collaborative problem-solving

Here’s why it matters

Knowledge workers are interrupted an average of 15 times per hour (once every 4 minutes) and it takes 23 minutes to fully refocus after each interruption. For teams that rely on subject matter experts (e.g. support!), this creates a vicious cycle: people interrupt at least two coworkers to find what they need, and they do it up to five times a day.

The Brainfish <> Slack integration helps fix this. Instead of pinging colleagues with "quick questions" that derail focus for both parties, support and product teams can get instant, accurate answers about their product without human interruption. This protects the deep work that makes the biggest differences.

When employees can find the information they need through a quick search, they experience fewer disruptions and get more done (it’s not rocket science). By bringing knowledge directly into Slack you're eliminating one of the biggest productivity killers in modern workplaces.

Here's how to use it

Reduce Interruptions: Instead of pinging subject matter experts (engineers, product managers, technical support, etc.) with routine questions, team members can ask Brainfish directly for product info, company policies, processes, and procedures

Faster Customer Support: Support agents can quickly access troubleshooting steps, product information, and internal docs without leaving customer conversations

Onboarding Acceleration: New team members can get instant answers to common questions without feeling like they're bothering colleagues

Cross-Team Knowledge Sharing: Enable different departments to access relevant information without maintaining separate knowledge silos

Getting started

Navigate to Settings > Slack and click "Add to Slack" (requires Slack admin permissions). Once installed, anyone can use /fish for public knowledge, while Brainfish users can access internal content through @Brainfish mentions.

This integration transforms Slack from a communication tool into an intelligent knowledge hub that brings answers directly to your team's natural workflow.

Learn more in our help article here: https://help.brainfi.sh/articles/slack-integration-OEl6ZYlWJk 

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The Slack integration is now available to all customers. Contact your customer success manager for setup assistance or to schedule a demo of the new integration.

Traditional support tools focus on deflection—putting walls between customers and help. They measure success by how many tickets they prevent, not by how well they actually solve customer problems.

But the CX leaders we talk to aren't impressed by deflection metrics anymore. As one recently told us: "Using AI in the wrong way is definitely risking customer happiness. I've been in demos that promised 90% ticket automation, and that's a quick red flag."

Ambient AI agents take a fundamentally different approach:

1. Prevention, not deflection - They identify and fix root causes of confusion
2. Contextual awareness - They understand what users are trying to do
3. Continuous learning - They get smarter with every interaction
4. Proactive guidance - They help before users get frustrated

Let's examine how each agent contributes to this connected experience.

Help Doc Agent: Documentation That Updates Itself

The documentation challenge has always been maintaining accuracy as products evolve. As one customer put it: "We just updated our docs last week and they're already outdated."

The Help Doc Agent transforms this dynamic by…

• Watching how users actually use your product
• Automatically evolving documentation to match reality
• Identifying gaps in content based on user searches
• Connecting related information across knowledge repositories

This saves your team time, of course, but it also improves accuracy and relevance. 

The Help Doc Agent improves key metrics like Customer Effort Score, Knowledge Freshness Rate, and Self-Service Success Rate.

Onboarding Agent: Personalized Guidance Without the Work

Traditional onboarding treats every user the same. Step 1, Step 2, Step 3—regardless of who they are or what they're trying to accomplish.

The Onboarding Agent works differently…

• It observes each user's behavior, like a video game learning your play style
• It offers guidance when someone seems stuck
• It creates different paths for different types of users
• It introduces advanced features only after basics are mastered

The results speak for themselves with metrics like reduced time-to-value, increased feature adoption, 30% reduction in training time, higher onboarding completion rates, reduced early-stage churn, improved NPS during onboarding, and fewer support tickets.

Support Agent: Helping Before Users Need to Ask

Most self-service options frustrate users more than they help. They force people through rigid flows that ignore their context and goals.

The Support Agent takes a different approach…

• It understands what users are trying to accomplish right now
• It offers relevant help when someone seems confused
• It points people to the right resources based on their specific situation
• It solves common problems without making users wait for a human

Companies like Smokeball have seen remarkable improvements, with a 92% self-service rate and support NPS jumping from 60 to 77.

Technical Support Agent: Expert Help Without the Wait

Your most technical problems often wait the longest for help because they need your limited specialists who are already overwhelmed.

The Technical Support Agent changes this by…

• Solving technical issues that normally need escalation
• Walking users through complex setup and configuration
• Offering troubleshooting help that understands their specific situation
• Spotting patterns in difficult support cases

This transforms metrics like L1 & L2 ticket volume, escalation rate, technical resolution time, L2 backlog size, technical specialist productivity, and implementation time.

Role-Based Agent: Tailored Support for Every User Type

Not all users are the same, so why give them all the same help?

The Role-Based Agent creates personalized experiences by:

• Building separate knowledge bases for different user groups automatically
• Offering personalized help for different types of users
• Using the right terminology and examples for each industry
• Showing features relevant to specific pricing plans

This improves CSAT/NPS within targeted segments, account retention, upgrade conversion rates, time-to-value by segment, and cross-sell/upsell success.

How These Agents Work Together

What makes these agents truly powerful is how they work together as a system…

1. Shared Context Understanding - When a user interacts with your product, all agents share the same contextual understanding of who they are, what they're trying to do, and where they're struggling.
2. Collective Learning - Insights discovered by one agent become immediately available to all others. If the Support Agent identifies a common confusion point, the Help Doc Agent can automatically create relevant documentation.
3. Seamless Transitions - As users move through different phases of their journey, the experience remains consistent. The Onboarding Agent smoothly hands off to the Support Agent when needed, with no context lost.

Unified Analytics - Instead of siloed metrics, you get a holistic view of the entire customer experience, revealing patterns and opportunities that would otherwise remain hidden.

This February, we've released several major updates that make Brainfish even better at understanding and helping your users. These improvements focus on making your product naturally easier to use through ambient AI and more seamless assistance.

Self-Serve Agents: Context-Aware Support Right in Your Product

We all know what happens when users get stuck – they either wait for support or try to figure things out themselves, often getting more frustrated along the way. That's why we built Self-Serve Agents that actually understand your product and give users the right answer right away.

When someone clicks the Brainfish widget, they get immediate help that's specific to where they are and what they're trying to do. No more digging through help docs or waiting for email responses. Just quick, reliable answers that help users keep moving forward.

What makes this different?

• Your users get help instantly, any time of day. No more Monday morning ticket backlogs or frustrated users waiting for answers.
• Your support team can focus on the complex stuff. Instead of answering the same questions over and over, they can tackle the interesting challenges that really need their expertise.
• Every answer is tailored to the user's situation. The agent understands where they are in your product and what they've tried, so answers are always relevant.
• Getting started takes minutes, not months. No complicated setup or maintenance needed.

Learn more here.

API Connections: More Data Sources to Answer User Questions

Brainfish now connects with more of your product's data and systems, helping users get better answers and complete tasks without leaving their workflow.

• Connect Your Systems: Pull in data from more sources to give users complete, accurate answers
• Take Action: Help users actually solve problems, not just read about solutions
• Embed Anywhere: Add help exactly where users need it in your product

Follow-Up Improvements: Ensuring User Success

The new Follow-Up Widget helps ensure users don't just get answers – they actually accomplish what they set out to do.

• Check Progress: See if users successfully completed their task after getting help
• Guide Next Steps: Show users exactly what to do next with clear action buttons
• Stay in Context: Suggest relevant actions based on what the user is trying to accomplish

What's Next

These updates represent a major step forward in our mission to make products naturally easier to use. We're already working on more improvements to help your users succeed with even less effort.

Have questions about any of these updates? Our team is here to help you make the most of these new capabilities.