Product

How Dru Assist Transforms Customer Experience with AI-powered Support

Parag Dharmadhikari, Senior Product Marketing Manager

As businesses increasingly embrace AI to enhance operations, Druva’s customer-first approach has been instrumental in driving early AI innovation. This dedication not only shapes our platform but also ensures we consistently deliver unmatched value and next-level support to our customers. Our relentless focus on excellence has earned Druva recognition as a Customers’ Choice in the 2024 Gartner® Peer Insights Voice of the Customer report for the Enterprise Backup & Recovery Software Solutions category—for the second consecutive year—and as the only vendor in the Disaster Recovery as a Service category. With an impressive 4.8/5 rating and a 94% willingness to recommend based on 760 reviews (as of January 2025), Druva continues to set the benchmark for customer satisfaction and trust.

Driven by our commitment to providing robust data protection and security, last year we introduced two groundbreaking AI products: Dru Investigate and Dru Assist. Dru Investigate is powered by AWS Bedrock and it empowers IT admins and security teams to investigate cyber threats within their backup environment efficiently. Meanwhile, Dru Assist serves as an AI-powered personal assistant, revolutionizing customer support across all workloads with a seamless, intuitive user experience.

Let’s explore how Dru Assist has been transforming customer experiences with the power of AI since its launch in July 2024.

Entering the New Era of AI-Powered Customer Experience

Dru Assist is more than just a chatbot—it's your personalized assistant, fully integrated into the Druva platform and available 24/7 to streamline your experience with Druva's solutions. With robust self-serve capabilities, Dru Assist connects seamlessly to our product documentation and support center, offering a single access point for all the help you need. From onboarding as a new customer to mastering the management and security of your business assets, Dru Assist is designed to empower you at every step.


Here is how Dru Assist is helping our customers get immediate, accurate, and actionable support across multiple use cases: 

  1. Get instant answers - Leverage AI-powered instant answers to resolve issues quickly, anytime and anywhere. Whether it’s setup, configuration, or troubleshooting, Dru Assist comprehends natural language to deliver real-time, accurate solutions, minimizing downtime and keeping your operations running smoothly.

  2. Intuitive in-product troubleshooting- With intuitive in-product troubleshooting, seamlessly explore and navigate the Druva platform. Contextual help and tailored recommendations simplify complex workflows, guiding users step-by-step through configurations and troubleshooting tasks.

  3. Live chat support - When AI assistance reaches its limit, transition effortlessly to expert support integration. Connect with Druva’s expert support team via live chat to resolve critical issues promptly and with precision, ensuring a smooth and uninterrupted experience.

  4. Access to Knowledge Base - Enhance your learning and mastery of data protection with personalized learning paths. Access in-app tutorials, video guides, and reference materials to build a deep understanding of best practices, empowering you to make the most of Druva's capabilities.

The Impact of Using Dru Assist

Dru Assist has been embraced by over 1,200 customers, transforming the way they succeed at every stage of their journey. We’re proud to empower our customers by addressing critical use cases with precision and speed. Here’s how Dru Assist is helping thousands of customers achieve more with our AI-powered assistant:

  • 0% Hallucination: Dru Assist delivers 100% accurate and reliable responses in every interaction, ensuring trust and consistency in guidance.

  • 50% Faster query resolution: By leveraging telemetry data, Dru Assist equips support agents with deeper insights into customer use cases, enabling 2X faster and more effective resolutions.

  • 58% Case deflection rate: With robust self-serve capabilities, Dru Assist resolves 58% of customer queries without the need to raise a support ticket, providing detailed and actionable guidance instantly.

  • 73% CSAT: Dru Assist is rapidly approaching Druva’s overall CSAT of 89%, delivering a consistently superior customer experience through accurate, proactive, and efficient support.

Dru Assist is helping our customers scale new heights by combining AI-powered intelligence with a commitment to customer success.

Customers Love Dru Assist

Dru Assist has quickly become a favorite among our customers, thanks to its ability to provide instant, accurate answers and streamline complex processes. Its self-serve capabilities, proactive guidance, and seamless integration with Druva's platform have empowered users to resolve issues faster and more efficiently. 

“Dru Assist has proven to be quite helpful, especially during times when a quick review of documents is needed before connecting with an engineer. Its ability to provide swift access to information has certainly improved our workflow and efficiency. If immediate access to information isn't sufficient, the bot further enhances efficiency by helping us swiftly raise a case or directly connect with an available engineer, ensuring that our issues are addressed promptly.”
- Samiksha Hedau, Senior Endpoint Management Administrator, ZS Associates

With high satisfaction scores and glowing feedback, Dru Assist is redefining how customers experience support.

DRU assist feedback 1

Taking Dru Assist to an All New Level

We’re further enhancing our Dru Assist offering and here’s a sneak peek at some exciting features we’re developing to support all our customers, no matter where they are in their journey:

  1. Proactive help and troubleshooting - We are developing AI-driven, context-aware guidance seamlessly integrated within the product to further enhance the customer experience. This feature will provide proactive support and admins will receive instant notifications for common issues and benefit from automated troubleshooting, significantly reducing the need for support intervention and ensuring a smoother, more efficient workflow.

  2. Guided learning - We are bringing in the next-level learning experience that will help our customers get onboarded quickly and master the product effortlessly with a combination of structured and interactive resources. Through simplified learning paths, users can access interactive checklists, tailored video training, reference documents and guided walkthroughs that break down complex concepts into manageable steps. 

We're pushing boundaries with advanced AI features to deliver an exceptional customer experience using cutting-edge technology. If you've explored Dru Assist, we'd love to hear your feedback to make it even better. Haven't tried it yet? Now's the time! Get started through your Druva Management Console or experience Dru Assist as part of your free trial