Enzo is the AI learning assistant built into the Engaging Networks Academy. It answers questions using only Engaging Networks’ own courses, conference and webinar recordings, knowledge base articles, and documentation, so the answers stay specific to the platform instead of relying on whatever a general chatbot scraped from the web.

Our team has already put it to work. One of our developers used Enzo to find a workaround on a grateful patient project, a digital greeting card that patients can sign to thank their caregivers, that otherwise would have needed a lot of custom API work. It felt completely different from the chatbots we run into on most software sites, so I asked Simon Dunant, Director of Online Learning at Engaging Networks, how Enzo came together, how it works, and what people ask it.

What Is Enzo, and Where Did It Come From?

Simon: Enzo is what we branded the AI learning assistant from Thinkific, which has run our Academy since 2021. A lot of learning platforms pushed AI for AI’s sake, and it wasn’t very good because it was so general. Thinkific waited a little longer and thought about it for a very long time before building this assistant, which is actually what we do at Engaging Networks as well.

I got involved in the beta and could see right away how it could speed up and support the training we’ve built over the last nine years. We ran an internal test in February 2026 and didn’t announce it until later in 2026. It’s really only been the last two or three months that we’ve had a fully fledged assistant that’s showing real, positive results.

It began inside courses, helping you get through them. Now there’s an open chat box on your dashboard or home page when you’re logged in to the Academy, so you can ask a question from anywhere.

Why Not Just Use ChatGPT or Another General Chatbot?

Simon: People were already going to ChatGPT, Gemini, and Claude to ask about Engaging Networks, and they weren’t very successful, because the answer depends on whatever that engine had scraped. We wanted something useful but very focused. People come to the Academy with a goal, and having too much information at your fingertips can send you down rabbit holes. Enzo only gets trained on what we tell it.

Nonprofits Can Be Wary of AI. How Did You Build Trust?

Simon: We went through a full data protection impact assessment before we implemented it. We didn’t just throw it up there and not worry about the impact on the people on the other end. That’s a big reason we put so much effort into data safety and into making it something people want to use.

Is Enzo Meant to Replace Engaging Networks Support?

Simon: No; it was never our intention to replace Engaging Networks support. It was always to augment it and make it better. We’ll always have people on the phones, because Engaging Networks is about people working with people.

It takes a lot of effort to roll these out. You can’t just launch an AI bot and leave it alone, which is what most people do because they think it’s efficient and will cut out support people.

What Does Enzo Know, and How Did the Content Get In?

Simon: We started with nine years of Academy courses. Then we thought about our ENCC recordings and webinar recordings, which are contextual case studies. When our learning platform started accepting PDFs, we turned our knowledge base articles into PDFs and fed them in. Most recently we added our documentation, including the API calls. All of that knowledge used to be spread across three different places. Now you can get it in one.

What Are People Asking Enzo?

Simon: The biggest single request is transcripts and course summaries. People also ask for takeaways they can share with their teams as cheat sheets. Building those by hand would have taken an enormous amount of manpower. Beyond training, people ask about pages and forms, like donation pages and payment gateways, and about segments and data.

It also shows us what people are asking, so we can rethink how our training is organized. It’s great for clients, and it’s great for us to know how we’re serving them.

Katy: Here’s the topic breakdown Simon shared. Academy and training help made up 125 of 363 questions, about 34%.

How Do You Get Better Answers From Enzo?

Simon: The better the question you ask, the better the answer you generally get. Today I asked it for a step-by-step guide to using Postman to retrieve a list of marketing automations by Engaging Networks account. I asked for everything I needed to know beforehand, plus a hint sheet of challenges I might face along the way and how to overcome them. It told me how to do it and what the prerequisites were, including an authorization check, and then gave me the hint sheet. When I asked it a different way earlier, it left a lot out.

It’s also a great way to find things. Ask if there are resources on a topic, and it will suggest formal training and ENCC sessions you might have missed a year or two ago. And you can ask it for a knowledge check, which is like a quiz. I’m encouraging people to do their own knowledge checks rather than quizzes in our Academy, because it’s quicker and because Enzo is better at building them than I am.

How Is It Going? What Do the Sentiment Numbers Look Like?

Simon: The beta was up and down while we learned what Enzo could do and where the gaps were. Around April and May, it started leveling out. Over the last few months we’ve been at around 96% positive, which I think is phenomenal in eight months.

I wanted to make sure people weren’t stuck in a loop and getting angry at it, so I spent a lot of time in the logs. Most of the negative ones are very short requests, like a single word. If I were a human on the other side, I’d have to ask more questions to understand them.

What Happens When Enzo Gets Something Wrong?

Simon: It still hallucinates, but it’s rare. I think it happens one to two percent of the time. Someone was asking about stopping autoresponders, and it gave an incorrect answer at first, pointing to a little button that wasn’t there. The same answer also said that if you leave the autoresponder blank, we won’t send it, which is true. Because Enzo only gets fed what we send it, we can look at the article or training in that area, add a PDF or reword and article to be more conversational, and Enzo picks it up the next time we sync. A hallucination usually points to a gap we can see in the logs and fill in.

Anything Fun to Share?

Simon: Some of our internal staff started asking it things like, are you a real dog? People are getting attached to it, which is great, because it means they trust it. So we added some Easter eggs. Enzo will say something like, “I’m not a real dog, but I’m an e-dog, and I’d love to go out and fetch an answer for you.” Our product communications director named it after her favorite dog in film. We wanted it to feel like Engaging Networks, which is human, and not too techy.

What’s Next for Enzo?

Simon: Better search is one. Right now, if you search and it takes you to a lesson, you have to watch the whole lesson. We’re investigating taking you into a chapter of a video lesson, so you get just the snippet. We’d also like to add our YouTube channel, since some case studies on there aren’t in the Academy, and we want more personalization, because every client works differently. It’s a multi-year project, but given the first eight months, I think the next twelve will be exciting.

Katy: I have an idea for you. What about layering in fundraising strategy. When someone asks how to set up a new donor welcome series in Engaging Networks, then they get the platform steps plus strategic advice from a partner.

How Can You Try Enzo?

If you use Engaging Networks, log in to the Engaging Networks Academy and ask Enzo a real question from your own work. If marketing automations are next on your list, we wrote about why we love Engaging Networks’ marketing automation tools. And Enzo isn’t the only AI work happening at Engaging Networks. We also covered its machine learning collaboration with Accessible Intelligence in Embracing AI for Non-Profit Success. Are you ready to take the next step with Engaging Networks? Let’s chat!