Case Study: Linearity scales support with AI self-service and live chat with Productlane

Linearity rebuilds and translates help center in minutes with Productlane

Linearity, a German design software company, faced the challenge of scaling its customer support as its user base grew while its support team remained the same size. They needed to handle more tickets without increasing headcount and enable customers to resolve common issues, particularly billing questions, on their own. To address this, they turned to the vendor Productlane for an AI support agent and a self-updating help center.

Productlane implemented its AI Agent, which was trained on Linearity's product and billing information, to answer customer questions directly in live chat. The solution's MCP automatically rebuilt and translated Linearity's entire help center in just minutes. This allowed the AI to resolve most common queries without human intervention, freeing the team to focus on complex issues. As a result, Linearity's support now scales with its growing user base while the team size remains constant, providing customers with fast, personalized answers around the clock.

Linearity