At eID Easy, our product isn’t simple.
We operate across markets, legal frameworks, and 80+ electronic identity and signature solutions, each with its own requirements, onboarding processes, pricing models, and nuances. As the company grows, so does the complexity, and keeping everyone aligned becomes increasingly challenging.
For years, one of our shortcuts was simple:
“Ask Karli.”
Karli is our COO and a co-founder who carries a huge amount of product and operational knowledge in his head.
Sales asked him. Customer support asked him. Sometimes developers asked him. He became a walking search engine for eID Easy.
That works, until it doesn’t.
So we built ChatKarli.
What ChatKarli Is (and Isn’t)
ChatKarli is an internal knowledge assistant.
Behind the scenes, it connects to a structured retrieval system that pulls from our documentation and verified internal sources.
When someone asks a question, it either answers directly or retrieves the relevant material before responding.
→ Simply put, ChatKarli makes our existing knowledge easier and faster to access.
Instead of interrupting Karli mid-meeting, you can now ask ChatKarli and get an answer in seconds.
Who It Helps, and Why It Matters
The biggest impact so far has been in customer-facing teams, and therefore our existing customers, as well as new prospects.
“Sales often need quick answers to technical or legal questions. Prospects expect clarity fast. The faster we respond, the smoother the sales process. ChatKarli really helps shorten that gap,” shares João Rei, our CBDO, who has already seen the impact on how his team operates day to day.
And indirectly, our customers benefit too. When internal questions are answered quickly and consistently, tech support is faster, communication is clearer, and decisions move forward without unnecessary delays.
In short → It helps us stay responsive - to prospects, to customers, and to each other.
What It Does Well (and What It Doesn’t)
ChatKarli is fast. It answers 24/7. It doesn’t wait for meetings to end, and it doesn’t take vacation days.
And when it doesn’t know something, that usually reveals a documentation gap, which is useful. Knowledge shouldn’t live in one person’s head, and that pushes the team to document information faster.
It doesn’t contain everything Karli knows (yet), but it already removes a meaningful amount of repetitive internal questions, freeing up time for work that actually requires human judgment.
Why We Built It
A few reasons:
- Our product is complex.
- Our team is growing.
- Prospects expect fast answers.
- Customers expect reliable support.
- Knowledge needs to scale with the company.
If AI helps us do that more efficiently - good!
If it frees up senior people to focus on strategy instead of answering the same questions repeatedly - even better!
From Internal Tool to External Voice: The Karli Brief
We’ve also put ChatKarli in front of the camera.
With The Karli Brief: a ChatKarli series by eID Easy, we’re using the same idea externally: explaining complex topics in a way that’s actually easy to follow.
For example, here’s ChatKarli breaking down the EU Digital Identity Wallet (EUDIW), in simple English:
