Case Study: Wayflyer achieves real-time support triage and self-updating runbooks with Dust

Wayflyer cuts runbook maintenance time by over 90% with Dust

Wayflyer, a Dublin-based fintech company, faced a challenge with its scattered institutional knowledge. As the company scaled, its support engineers were forced to spend valuable time manually researching issues across fragmented sources like Notion, Slack, and Jira, slowing down their operational speed. To tackle this friction, they implemented a decentralized AI platform from vendor Dust.

The solution involved building two custom Dust agents that created a self-tuning knowledge flywheel. A Support Triage Agent automatically researches new tickets, delivering a summary and recommended steps in under a minute. A Support Doc Agent then automatically drafts or updates runbooks post-resolution. This resulted in a over 90% reduction in runbook maintenance time and drove near 100% monthly adoption of Dust across the company, allowing engineers to maintain both speed and quality.

Wayflyer