Case Study: CircleCI achieves 28% faster support response times with Kapa.ai

CircleCI improves support response times by 28% with Kapa.ai

CircleCI, a leader in continuous integration and delivery, faced the challenge of scaling its support quality for a growing developer base without proportionally increasing headcount. The goal was to provide faster, accurate answers to free up their support team to focus on more complex, high-value customer interactions.

The vendor Kapa.ai implemented a solution using its AI-powered agents, which were deployed across multiple surfaces including the product UI, documentation, and support forms. The solution was fed a broad knowledge base comprising technical documentation, API references, and internal support knowledge. The results included a 28% improvement in support response times, over 32,000 technical questions answered, and more than 500 support hours saved every month, significantly increasing the team's efficiency.

CircleCI