Case Study: PostHog resolves 33% of community questions with Inkeep

How PostHog used Inkeep to instantly resolve 1/3 of all community questions (in a developer-friendly way)

PostHog, an all-in-one platform for developers with over 190,000 customers, faced a scaling challenge with its community forums. The volume of technical questions was overwhelming, and they needed a way to provide instant, accurate answers without the negative stigma associated with unhelpful AI chatbots. They turned to Inkeep to find a developer-friendly solution.

By implementing Inkeep's customizable AI platform, PostHog integrated a branded assistant into its forums that only responded when highly confident in an answer's quality. This solution instantly auto-resolved 33% of all community questions. The success with Inkeep led to its expansion into website search, an internal Slack bot, and a product integration, significantly scaling support and improving the customer experience.

PostHog

Cory Watilo

Lead Designer