Document360 Eddy AI
A knowledge-base platform that answers customer questions directly, so fewer tickets reach your support team.
Independent overview by new Mantra · updated July 15, 2026
- Category
- Customer Service
- Pricing
- See vendor for current pricing
- Implementation
- 2-4 weeks
- Adoption risk
- Low
- Integrates with
- Slack, Intercom, Zendesk, Salesforce, GitHub, Freshdesk, Microsoft Teams, Zapier, Make, Google Analytics
What Document360 Eddy AI does
Document360 is a knowledge-base platform built for teams that need to create, manage, and deliver documentation at scale. Its Eddy AI suite layers generative AI on top of that foundation, turning your existing articles, files, and FAQs into conversational answers rather than a list of links to click through.
On the reader side, an AI search solution pulls precise answers from your content and cites the source article. A separate AI chatbot handles incoming support questions automatically, drawing on your documentation to respond without a human agent stepping in. There is also an article summariser and a text-to-audio converter for readers who prefer a quicker or different format.
On the writing side, an AI Writing Agent can generate draft documentation from prompts, videos, or uploaded files directly inside the editor. Supporting solutions include duplicate content detection and an automatic glossary generator. The platform connects to Slack, Intercom, Zendesk, Salesforce, Freshdesk, Microsoft Teams, GitHub, Zapier, Make, and Google Analytics, among others.
Key capabilities
Conversational AI Search
Instead of returning a list of article links, the AI search reads your knowledge base and delivers a direct answer, with citations so readers can verify the source.
AI Chatbot for Support
The chatbot pulls from your existing docs, tickets, and FAQs to answer customer questions automatically, with the goal of reducing the volume of tickets that reach your team.
AI Writing Agent
Writers can generate structured documentation drafts from prompts, video content, or uploaded files without leaving the editor.
Support Ticket Deflection
A dedicated deflection feature is designed to intercept common questions before they become support tickets, directing users to relevant self-service answers.
Broad Integration Support
Out-of-the-box connectors include Zendesk, Intercom, Salesforce, Freshdesk, Slack, Microsoft Teams, GitHub, Zapier, Make, and Google Analytics, so the knowledge base can sit inside workflows your team already uses.
Enterprise Security Controls
The platform holds SOC 2 and ISO 27001:2022 certifications and supports SSO, SCIM, role-based access, IP restriction, and audit logs.
Best for
- Customer support teams that want to reduce repetitive ticket volume by making self-service answers easier to find and trust.
- Technical writing and product teams that manage large libraries of documentation and need AI assistance to create and maintain content.
- Companies in healthcare, finance, or retail looking for a knowledge-base solution with recognised security certifications and industry-relevant use cases.
- Businesses already using Zendesk, Intercom, Salesforce, or Freshdesk that want their knowledge base to integrate without heavy custom development.
- Organisations that need both an internal knowledge base for staff and an external-facing site for customers, managed from a single platform.
Worth knowing
- Pricing is mid-range ($$) and not published openly — you will need to contact Document360 directly to get a current quote, which makes quick budget comparisons harder.
- Implementation is estimated at two to four weeks, which is reasonable but still requires dedicated time from whoever owns your documentation and IT setup.
- The AI features are only as useful as the documentation already in your knowledge base — if your existing content is thin, outdated, or scattered, the chatbot and search will reflect that before any clean-up work is done.
- If your primary need is a general-purpose AI chatbot unconnected to a structured knowledge base, a standalone chatbot solution may be a simpler fit; Document360 is built around documentation as the foundation.
- Organisations with very simple documentation needs or small content volumes may find the platform's breadth of features — workflow builder, analytics, localization, workspaces — more than they require.
Related solutions
Ready to see Document360 Eddy AI in action?
Not sure where to start? Our free assessment matches your workflow with the AI solution that fits.