The Results
Spot AI. Empowering businesses to see, understand and manage their physical operations. Create a safer and smarter physical world with the power of sight. The physical world of business is complex. Problems surface and things break, often by surprise. And suddenly, a smooth day turns into a frantic fire fight, and your business comes to a halt. Finding and solving problems requires visual context. Seeing is 90% of sensory perception. Seeing is knowing. We help shed light on your physical world, on every floor and every corner. So you can see, understand and manage your business. So you can keep your business moving.
Mash is the knowledge agent platform that helps complex & multi-product revenue teams get the information they need, when & where they need it – take the next actions from creating a feature request to escalating an issue to the internal expert – without even asking. Designed for technical & complex products, Mash’s platform automates answers, getting contextually relevant information, and managing complex organization workflows. They are the foundation for bringing client, technical, product and tribal knowledge to the entire organization.
Prior to using Mash, individuals on the Spot AI GTM team would try and resolve their technical and product questions by searching across multiple platforms and central knowledge management tools – from training materials, Notion, Google Slide Decks, Ticketing systems (like Jira,Zendesk, Salesforce) and then searching through Slack.
When this didn’t lead to an answer the issue & questions was escalated to the broader group. This caused delays for prospects & customers to getting a resolution or answer. This also caused many interruptions for many of the most tenured, experienced and revenue drivers for the business.
It was estimated that the technical team, sales engineers + solutions architects team was repeating themselves on an ~84%+ of the relevant queries that Mash proposed resolving. The answers were in some ways already provided in documentation, tickets, presentations, bug reports, or past conversations.
" I’ve been asked the same types of questions that folks on the GTM team should know, that has forced me to threaten to kick those individuals out of our communication groups until they do the requisite training or change their behaviour – because it was having such a negative impact on our effectiveness. "
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Spot AI is an AI-first company and its leadership mandates that teams leverage AI capabilities to operate more efficiently. The Spot AI team had been exploring various knowledge management systems and had spent over a year looking for a solution to help their GTM revenue team, and solutions engineers specifically, answer customer questions faster with less reliance on human subject matter experts. After reviewing five options they decided to work with Mash on a comprehensive solution to fit their needs.
Challenge #1: The team would frequently use images as a question or to provided critical context when when seeking help – simply showcasing an issue, product feature or situation that they were trying to understand in more detail. More often than not this was not accompanied by additional text to properly understand and enable legacy AI systems to understand. On initial discussions with Mash, the team did an evaluation and discovered that this covered ~45% of relevant questions being asked.
Challenge #2: Spot AI also had a comprehensive video demo, integration and tutorial library to help prospects & customers get value from their services, prevent issues and more. This information was useful to help directly when provided to the users directly, and as a critical source of new and unique information. Mash would have to come up with a unique solution to leverage all this information as a core knowledge base, and showcase it at the right time.
Spot AI started working with Mash in January/February 2025 to help automatically answer questions and provide all the relevant sources & links to their Account Executives, Account Managers, Solutions Engineers, Customer Success Managers, and other GTM team members. Mash & Spot AI worked closely together on the solution.
First the team identified the key types of questions that could be resolved easily with Mash’s platform AI foundation – along with ones that could be extended. These included product features, recent launch details, integration & on-boarding, demo & marketing materials along with bugs & issues affecting customers and the platform.
From there the team evaluated core knowledge sources that should be integrated into the platform with the right security practices – some of which requiring bespoke pipelines & integration work.
Mash built an entire system around leveraging images in understanding questions being asked along with using them as a core part of the knowledge base for answer questions.
Mash also built an entire system around understanding video content including creating transcripts, parsing images, time-stamping related context for easy future-linking & references (because they are housed on an internal system) to extend the content system (along with imagery).
The platform was further extended to leverage the processed imagery and video content incorporated into responses provided by Mash AI.
Privacy & data security is a core requirement for Spot AI – and was part of the foundation for the solution provided. Mash implemented a technical architecture that went beyond the requirements of SOC2 Type II (currently under audit for full accreditation).
Some of the steps included:
Initial results and internal testing have proved promising at Spot AI. The SE team is actively using the products – and have started expanding the deployment of the bots results through a recently released “share answer” feature to the broader organization.
" The initial results with the images & video based answers have blown us away. We’re a screen-share, video guide happy team – and what Mash has accomplished in ~4 months is leaps beyond what we’ve seen from the optimistic promises of other solutions. And it took no work on our end! "
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Mash and Spot AI have an on-going live-support relationship – which includes having standard monthly meetings – and follow-up discussion after every launch. The focus is on continuing their solutions based working relationship to improve the product, to further be best-in-class knowledge engine & AI agents for technical and complex products. The SLA for Mash responses is less than ~3 business hours. The teams have open slack emails
AI adoption is also a pillar for Spot AI both in products they build, along with improving organizational effectiveness. The CEO has made AI adoption a focus for each of the unique teams. During a recent Sales Leadership event, Mash’s current solutions and future deployments were outlined as their primary solution provider for the Sales Engineering organization given the results showcased to date.
Mash and Spot AI are continuing to work close together and broadening their relationships as they further deploy their product across the GTM organization.