Case Study: Mapbox reduces technical support tickets by 30% with Kapa.ai

Mapbox reduces monthly support tickets by 20% with Kapa.ai

Mapbox, a customizable maps and location services provider, faced a complex challenge in supporting its large global developer community. With extensive documentation and a wide array of products, both users and internal technical support engineers spent significant time searching for answers, leading to high volumes of support tickets. To address this, Mapbox partnered with Kapa.ai to implement an AI-powered solution.

Kapa.ai deployed a custom LLM with access to Mapbox's public and private knowledge base, integrating it via widgets on their documentation site and application, a bot in their Discord community, and an assistant within Zendesk. This solution proactively answered developer questions and aided support agents. The results were substantial, with Mapbox achieving a 30% monthly reduction in support tickets from paid users. Kapa.ai handles over 11,000 questions monthly, saving an estimated 2,500+ support hours and boosting engineer productivity.

Mapbox

David Schroeder

Senior Manager of Technical Support Engineering