In December 2025, we introduced an important change to the Must-Have Plugins support system. Level 1 support responsibilities were taken over by our AI Support Agent, simply known as Aisa.

The goal was not to automate a few template replies. We wanted an agent that could provide real technical assistance to users. Several months have passed since then, and the results have been quite impressive.

During this period, Aisa has participated in resolving 192 support tickets, and 117 of those were solved entirely on its own.

Trained for Months

Aisa is not a generic chatbot. It is a support agent specifically trained for the Must-Have Plugins ecosystem.

We spent months developing and training it. Aisa has access to the documentation of all our plugins and can also read their source code. This allows it to provide concrete configuration guidance, troubleshooting steps, and implementation advice rather than generic answers.

This is especially important in the WordPress environment, where many issues arise from plugin interactions, configuration problems, or unusual edge cases.

It Does Not Just Answer Questions. It Investigates

Aisa does more than respond to questions. It actively investigates problems.

When a ticket suggests a possible plugin conflict, Aisa can autonomously download third-party plugins and attempt to reproduce the issue in a test environment.

This allows it to identify problems that previously required manual testing and investigation.

Aisa can also:

  • analyze attached log files
  • interpret screenshots
  • review videos where users demonstrate the issue

This often reveals details that would be difficult to understand from a written description alone.

It Knows When to Escalate

Not every support issue can be resolved at Level 1. Aisa recognizes this as well.

If a problem requires developer intervention, it forwards the ticket to Level 2 support. When doing so, it does not simply pass the message along. Instead, it prepares a structured summary of the issue.

Developers receive a concise report that includes:

  • a clear description of the problem
  • reproduction steps
  • relevant logs and environment information

In some cases, Aisa even includes potential fix suggestions that can help speed up the development process.

Faster Support and Better Answers

Introducing the AI Support Agent has improved two key areas.

First, support response times have significantly decreased. Aisa can respond to incoming tickets immediately, allowing users to receive feedback much faster.

Second, the quality of responses has often been surprisingly strong. In several cases, Aisa provided more precise or detailed answers than the human support agent reviewing the ticket initially expected.

This is partly because Aisa can simultaneously analyze documentation, source code, and previous support cases.

A New Model for Technical Support

It is important to note that Aisa was never intended to replace human support entirely. Instead, it adds a new layer to the support system.

The AI handles Level 1 requests quickly and efficiently, while more complex issues are escalated to developers and senior support engineers.

Based on the first 192 tickets, this hybrid model is already proving to be both more efficient and more helpful for users.

And while Aisa is still learning, the early results suggest that it is off to a very promising start.