How Uscreen cut guide creation to 30 seconds with AI search

Uscreen's team powers video creators around the world. But internally, their own knowledge was scattered across disconnected systems — and that was quietly costing them. We sat down with Mark Weisberg, Senior Manager of Technical Services, to understand the impact.

All of our information was scattered in silos across the company. Subject matter experts were spending half their day answering questions instead of working.

Teams needed answers from a patchwork of tools: Intercom for support, GitHub for development, Linear for project management, and various documentation systems on top. The breaking point came when key people couldn't focus on platform stability and feature development because they were constantly fielding questions.

The search: after Guru, Fin, and a DIY bot

Uscreen had tried knowledge management before. They used Guru but abandoned it after a year, worn down by complex verification requirements.

Every day I'd have hundreds of notifications for things I didn't have time to do. Nobody was updating it anymore.

They migrated to Intercom's knowledge features and beta tested its Copilot. It was useful for support teams, but the pricing made company-wide deployment impractical — limited seats meant most employees still couldn't get to the information they needed.

When Jaimie, their Chief of Staff, suggested revisiting Slite, they discovered Slite Agent. The timing was perfect.

Our CTO Nick was building a Slack bot at night that connected to Google Drive and our help center. Slite Agent was what Nick was trying to build, but already done and on steroids.

The impact

97%+ CSAT while cutting handle time

The Slite Agent button inside Intercom transformed customer support. The extension reads the conversation and drafts contextual responses using the most relevant knowledge sources.

Mark created a specialized assistant for Uscreen's white-labeled end-user support — customers who don't know about Uscreen's backend systems. The assistant only draws on appropriate resources and formats responses perfectly for white-label scenarios.

The quality improvements were immediate and measurable.

I used to pay for a quality assurance tool specifically for support — I canceled it because there was no longer a need.

Support agents now receive well-written templates with clear instructions, which matters especially since English is a second language for many team members. CSAT holds at 97–98% while total handle times have dropped.

Customer-facing teams get instant expertise

Success managers and onboarding specialists became the heaviest users. They handle complex customer questions without escalating to the support team.

Anyone who interacts with customers uses Slite Agent because they get weird questions and don't want to just say 'ask support.' These teams can now break down technical information for customers.

Repetitive questions on Slack dropped significantly — but the channels still flow with messages, just more thoughtful ones:

We really do still talk to each other in Slack, but we're more optimized to be having impactful conversations instead of asking questions where answers already exist and are well-documented.

Guide creation in 30 seconds

Mark built an internal guide assistant that eliminates manual documentation work. He inputs basic information about a new feature and gets a comprehensive guide back in seconds.

In 30 seconds I can create a guide for any new feature.

The assistant produces structured content — technical details, customer value, team ownership, and common issues — which replaced the need for dedicated knowledge management staff. Those guides then feed back into Slite Agent's knowledge base, creating better answers for the next question.

What's next for Uscreen

Mark's wishlist keeps growing, with voice interaction at the top.

If you're typing all day in support, being able to quickly ask Slite Agent something verbally would be helpful.

They're not waiting around, either. Product managers built a Zapier workflow that funnels feature suggestions from their custom system into Google Sheets, then into Slite. Now Slite Agent can answer strategic questions like 'How often do customers request dark mode?' and 'What's trending in feature requests this quarter?'

Ditch the knowledge treasure hunt

Someone asks a question in Slack. Three people spend 20 minutes digging through Drive folders. Sound familiar? Uscreen felt that same pain — until Slite connected their scattered tools into one reliable source. No migration headaches, no lengthy training. Just plug in the tools you already use. Want to see it for yourself? Try Slite for free.