How Cortex helps 2,000+ enterprise customers self-serve technical queries with Kapa
"Kapa gives people the ability to understand how something works almost instantly. That's the biggest benefit for our team and customers."
Cristina Buenahora
VP, Strategic Initiatives, Cortex
Challenge
Before Kapa, Cortex's support and CX teams were digging through Slack, Notion, Zendesk, and help data to answer repeat configuration questions, time that could otherwise go toward customers. Onboarding new support hires meant waiting on a teammate to dig up the answer, since no single place held all of it.
Solution
Cortex brought on Kapa first for the support team, connecting it to Zendesk tickets and Slack escalation channels, then expanded it to docs.cortex.io. Ease of setup, including control over refresh cadence, was the deciding factor, and early testing found the answers accurate, useful, and backed by verifiable sources.
Results
18,000+ technical queries answered
3,861 hours saved from answering repetitive technical questions
1,287 hours of user-time saved via self-serve documentation answers
Knowledge base cited 48,500+ times
86% answer certainty on complex technical questions
Documentation Agent
Thousands of questions answered with certainty
Live on docs.cortex.io, it answers customer questions directly in the help center, drawing on the same knowledge base as the support and Slack deployments, and its Coverage Gaps dashboard flags exactly where documentation is missing. "We had one user who asked 423 questions during those 90 days, all in French," says Lisa Bielik, Senior Knowledge Strategist at Cortex.
Play video
"A good example of why Kapa is great is for an AWS migration that might be going on.
We've done this with so many customers, but it's been a while, and now we're bringing this back up to remaining customers.
Kapa is really great because it brings the sources, it brings the dates, it brings those conversations that we can start looking through and break down how we want to address those in the future."
Stephanie Cantaley
Manager, Customer Engineering
"The coverage gaps section of the dashboard is really cool.
It'll identify areas where 10 people have asked the same question and we can't return an answer, so I know it's not in the docs and it needs to go in there."
Lisa Bielik
Senior Knowledge Strategist, Cortex
Why Kapa
Because support, Slack, and docs all draw from the same connected knowledge base, refreshed on Cortex's own schedule, an answer given on a support ticket stays consistent with what's live on docs.cortex.io.
That consistency, plus Coverage Gaps surfacing exactly where documentation falls short, is how a lean team keeps pace with 50+ actively evolving integrations: 300+ hours saved a month in support alone, and 664+ hours saved for self-serve users in just 90 days.
We chose to partner with Kapa, because it was really easy to connect all of our data sources and control when they get refreshed.
We got really great feedback from our team as we were testing it out, the answers were accurate, useful, and the fact that you included the sources so we could go verify it made a big difference."
We got really great feedback from our team as we were testing it out, the answers were accurate, useful, and the fact that you included the sources so we could go verify it made a big difference."
Cristina Buenahora
VP, Strategic Initiatives, Cortex
