Case Study: JetBrains centralizes support and achieves 75–80% CSAT with Rasa

JetBrains centralizes support with Rasa and achieves 80% deflection

JetBrains, a global leader in intelligent software development tools, faced a challenge in scaling its high-quality, human-centric support for millions of developers. Their fragmented ecosystem of over 100 separate contact forms made it difficult for customers to get help and for the company to operate efficiently. To address this, JetBrains partnered with Rasa to build a centralized, AI-driven support solution.

Using Rasa's on-premise platform, JetBrains implemented a sophisticated AI agent that understands complex customer intents, provides answers from its knowledge base, and seamlessly escalates issues when needed. The solution delivered impressive results, including a customer satisfaction (CSAT) score of 75-80% and an 80% deflection rate. Rasa enabled JetBrains to give millions of users a faster path to answers while freeing its human agents to focus on the most complex technical cases.

JetBrains