They rewrote their whole system and then Google told them they didn't actually need the product (and from what I can tell, the help-over-gchat idea isn't really a product space any more). So they pivoted and made user profiles- that is, for every user at google, they inspected all the history of that user, and made a simple model that represented them. at the same time, several other groups were competing to the same thing- and a more powerful team licked the cookie and took ownership of user models at google (often, the leadership would set up various teams in competition and then "pick a winner").
After a few years, all the acquihires left google in disgust, because google had basically taken their product, killed it, forced them to pivot, and then killed their pivot.
What a shame and waste of resources.