How Logitech achieved 99%+ AI answer accuracy on complex technical support questions
"We evaluated several vendors, which scored in the 60% range for accuracy. Kapa was in a completely different league. Over 99% accurate when relevant content exists."
Andy Vayo
Head of Enterprise Support, Logitech
Challenge
Logitech evaluated several AI-powered support tools before Kapa. Accuracy was the persistent failure point: with technical hardware products, a wrong answer isn't just unhelpful, it erodes customer trust. Vendors the team tested scored around 60% accuracy, well short of what's needed to put in front of customers.
Solution
Logitech deployed Kapa on its business support center, connected to product documentation hosted on Bettermode. Because Kapa only answers from its own content and flags uncertainty instead of guessing, the team trusted it enough to put directly in front of customers, with citations back to source.
Results
160,000+ technical queries answered every year
99% answer accuracy rate
78% deflection rate of technical support tickets
Over 8,500 hours saved in support hours
New content generated increased by more than 30%, with Kapa's Coverage Gaps.
Documentation Agent
99%+ accurate answers, sourced from the knowledge base
Embedded on the business support center, it answers technical questions instantly with citations customers can check themselves. Support tickets fell nearly 10% relative to units sold over the past year, freeing agents for issues that need real expertise. Kapa's Coverage Gaps feature also surfaces exactly which questions lack documentation, and the team used that signal to grow new help content by more than 30%.
Play video
Looking forward
Because Kapa is grounded strictly in Logitech's own documentation and is upfront about what it doesn't know, the team could put it directly in front of customers without a trust problem. Usage has since tripled and spread well past support: sales uses it on calls, engineering references it, and leadership has adopted it too, all while accuracy stayed above 99%.
"Kapa is a major part of our plan to grow more cost-effectively. Between customer self-service and internal use, it's improved the efficiency of every team within our support organization."
Andy Vayo
Head of Enterprise Support, Logitech
