What Separates Good AI Adoption from Great AI Adoption

Most teams launch their AI Assistant, see decent early numbers, then plateau. Sound familiar?

We analyzed data across thousands of deployments and found a clear pattern: many organizations achieve good adoption but stall before reaching great adoption, because they treat it as a change management exercise rather than an organizational transformation.

The top performers don't just launch and move on. Here's what they do differently.

The two metrics that matter

• MAU% — breadth of adoption (average customer: 22%, top performers: 51%)
• WAU/MAU — depth of engagement, i.e. how often monthly users return weekly (average: 35%, top performers: 42%)

Where you sit on these two dimensions tells you exactly what to focus on next.

The three-stage playbook

Stage 1 — Build Your User Base If you're below 40% MAU, this is your only job. Awareness campaigns alone won't move the needle, you need to optimize the product and run a deliberate change management strategy in parallel. The three biggest levers: enable the 5 core plugins (Knowledge Base, Proactive Ticket Notifications, Smart Handoff, Employee Comms, Approvals), connect more knowledge sources (4 connected systems = 2x the median MAU of 1 system), and send employee comms through the bot at least 3x per month.

Stage 2 — Increase Engagement Once you hit 40% MAU, shift focus to frequency. The path to high WAU/MAU is straightforward: build more high-value plugins. Data shows every 25 additional plugins installed gains ~2-3 percentage points in weekly active usage. Target 40+ plugins to start seeing consistent results, and use the Discover → Plan → Build framework to prioritize the ones tied to real business outcomes.

Stage 3 — Achieve Ideal State 40%+ MAU and 40%+ WAU/MAU. At this point you've built a flywheel: a large engaged user base ready to adopt new use cases fast, a platform developers can build on confidently, and ROI that's hard to argue with.

The teams that reach ideal state share one thing in common: they build a culture of adoption, proactive internal champions, executive buy-in tied to business objectives, and consistent promotion of new capabilities. The technology is the easy part.

Have a tip for driving adoption? Share it below!

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