How CircleCI improved support response times by 28% across docs, product, and support
Kapa.ai has been revolutionary for our support team. The 28% faster response times increase the value of our support packages.
It means we're able to help more of our customers quickly, allowing them to get developers back to building -f ast."
Kami Olszewski
Director, Customer Engineer, CircleCI
Challenge
As CircleCI's user base grew, the team needed a way to scale support quality without scaling headcount at the same rate. The goal was faster, more accurate answers for developers, while freeing the support team to focus on complex, high-value interactions instead.
Solution
CircleCI fed Kapa a broad knowledge base, documentation and technical guides, API references, YouTube tutorials, community forum discussions, internal support knowledge, FAQs, and release notes, then deployed it across every surface developers and agents actually use.
Results
32,000+ technical questions answered
28% faster support response times
500+ support hours saved every month
10% increase in non-English language coverage
Support team increased satisfaction, describes Kapa as the perfect "buddy system"
Documentation Agent
Thousands of questions answered without a ticket
Integrated directly into CircleCI's docs, it answers technical questions in place, without developers leaving the page. Because it draws on the same broad knowledge base as every other surface, docs, API references, YouTube tutorials, and release notes, it handles everything from a basic how-to question to a more involved troubleshooting scenario without needing a different tool for each.
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IN PRODUCT AGENT
CircleCI's chunk is powered by Kapa's retrieval API
Embedded in the CircleCI app, it gives users instant help while they're actively working, cutting workflow disruptions and reducing the temptation to open a support ticket over something a quick question could resolve. "I am so happy we have it in the product now," said Olszewski. "Customers can get faster answers and get back to building fast and without context-switching. We can encourage customers to use the UI more often because we can post news about product updates and features where they can see them."
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"I am so happy we have it in the product now! Customers can get faster answers and get back to building fast and without context-switching.
We can encourage customers to use the UI more often because we can post news about product updates and features where they can see them."
Kami Olszewski
Director, Customer Engineer, CircleCI
MCP SERVER
Fewer wrong assumptions in generated config.yml files
A hosted MCP endpoint gives coding agents like Claude Code and Cursor direct access to CircleCI's config schema, orbs registry, and API reference as developers write or debug pipelines, grounding generated YAML in CircleCI's actual syntax instead of conventions borrowed from other CI tools. For CI/CD work, where a single wrong key or version mismatch in config.yml can break an entire pipeline, reasoning from CircleCI's own sources keeps generated configs closer to correct on the first try, saving the trial-and-error cycle of pushing a broken pipeline just to see what fails.
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SUPPORT FORM AGENT
A self-serve stop before the Zendesk queue
On the dedicated Zendesk support site, it lets users find answers before they need to submit a ticket at all, so a question that already has a documented answer gets resolved on the spot instead of waiting in a queue. This is the first line of the same ticket-deflection strategy that runs across the docs and in-app surfaces: every self-serve answer here is one fewer ticket landing on a support agent's desk, and one less contributor to response-time backlogs.
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Why Kapa
One knowledge base powering five surfaces means developers get a consistent answer whether they're in the docs, in-app, on the support site, in the community, or waiting on an agent.
That consistency delivers 28% faster support response times, thousands of monthly questions answered (500+ support hours saved), and a 10% increase in non-English language coverage, while agents describe Kapa as a "buddy system" that's improved their day-to-day satisfaction.
