How Monday.com scaled AI chat to 100,000+ customers
"Engineers who are looking at your API right now might move on or churn by the time they hear back from your support or a community. With Kapa, the ability to get answers in real-time is a huge benefit to keeping them engaged."
Daniel Hai
AI Product Manager, monday.com
Challenge
Developers were spending hours in documentation, support was overwhelmed by repetitive API questions, and every stalled integration was a churn risk during the exact window monday.com needed developers to stay engaged. On top of that, the developer base is global and multilingual.
Solution
monday.com implemented a dual AI deployment powered by Kapa: an Ask AI widget embedded in developer docs, and an in-product assistant inside the API Playground and developer center, so help shows up wherever a developer or their AI agents get stuck when implementing monday.com, not just where the docs happen to be.
Results
125,000+ technical queries answered every year
77% of all answers were helpful or very helpful
98% deflection rate of technical support tickets
10% of questions answered in non-English languages
Over 50,000 support hours saved from repetitive questions
~30 minutes saved per developer per question
10X higher engagement vs traditional support channels
Documentation Agent
Instant answers embedded in developer docs
Embedded directly in developer docs, it gives instant answers instead of requiring a search through extensive reference material or a wait for support.
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IN PRODUCT AGENT
Accurate assistance without leaving the API Playground,
Embedded directly in developer docs, it gives instant answers instead of requiring a search through extensive reference material or a wait for support.
Play video
Build vs. Buy
Like most platform teams, monday.com weighed building AI support in-house against partnering with a specialized provider. Building even a basic assistant means solving problems that have nothing to do with the actual product: keeping answers current as docs change, controlling hallucinations, preventing abuse at scale, and building the analytics to learn from it, all before a single developer sees any benefit.
Partnering with Kapa let monday.com skip that build. Production-ready AI capabilities went live in weeks, not months, while competitors were still scoping an in-house build. The infrastructure scales with monday.com's growth at near-zero marginal cost, whether serving 80,000 developers or 800,000, and the team stayed focused on the API roadmap instead of maintaining AI infrastructure on the side.
The math backs up the decision: each answer saves a developer an estimated 15-30 minutes, translating to 556+ days of developer time saved annually, without adding headcount to get there.
"At monday.com, we were able to quickly launch a developer-specialized AI assistant by partnering with Kapa."
Daniel Hai
AI Product Manager, monday.com
Why Kapa
Both deployments draw on the same documentation-as-knowledge-base, so monday.com didn't have to build AI infrastructure to get production-ready coverage in weeks.
The payoff shows up in faster time-to-first-successful-API-call, better developer retention, and a support model that scales to 100,000+ customers without proportional headcount growth.
