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

How CircleCI Improved Response Times by 28% with AI-Powered Developer Support

CircleCI, a leader in continuous integration and delivery, faced the challenge of scaling its support to maintain an exceptional developer experience as its user base grew. The company sought to empower developers with faster, more accurate answers while allowing its team to focus on complex interactions. To address this, they implemented the AI-powered support solution from vendor Kapa.ai.

The solution involved deploying Kapa.ai across multiple channels, including their documentation site, in-app support, and community forum, after seeding it with comprehensive technical knowledge. The results were significant, including 28% faster response times from support agents and over 2,000 monthly questions answered by the AI, saving an estimated 500 support hours. CircleCI also realized a 10% increase in language coverage and noted increased agent satisfaction, crediting Kapa.ai for enhancing both efficiency and user engagement.

CircleCI

Kami Olszewski

Director of Customer Engineering