How Redpanda 5x'd developer engagement with AI chat across docs, support, and Slack
"We started out looking for a better search experience for our users.
Very quickly, we realized this is way more than a search mechanism, users could get specific configuration outputs and code examples in their preferred programming language instantly."
Joyce Fee
Director, Redpanda
Challenge
Traditional keyword search wasn't context-aware: a wrong click lost a user's whole result list, forcing them to start over.
Redpanda had piloted another AI vendor first, but hallucinations and no analytics ruled it out.
Solution
Redpanda deployed Kapa across its documentation site, support site, and both an internal and community Slack, all drawing on the same continuously refreshed knowledge base of docs, GitHub discussions, Zendesk FAQs, YouTube tutorials, and API references.
Results
5x increase in monthly usage
93% average answer certainty rate
19,000+ hours saved from answering repetitive technical questions
Nomination for "Best AI-Augmented User Experience" by DevPortal Awards
73% of users rated the answers Very Helpful or Helpful
Documentation Agent
5x growth in monthly usage in five months
Live on docs.redpanda.com, it was recognized by the DevPortal Awards as "the most ready-to-use solution" that supports both novice and experienced developers alongside traditional search. Kapa answers up to 95% of questions from the knowledge base, and monthly usage grew 5x.
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SLACK AGENT
One assistant for support, sales, and customer success
Internally, support engineers consult Kapa before looping in a colleague. In the community Slack's self-serve #ask-ai channel, users get immediate answers and share solutions with other members. Sales and customer success reference it 2-3 times every other day for quick, accurate answers to share with prospects and customers.
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MCP SERVER
Fewer wrong assumptions in Kafka-compatible client code
A hosted MCP endpoint gives coding agents like Claude Code and Cursor direct access to Redpanda's documentation, rpk CLI reference, and API specs as developers write code, grounding generated snippets in Redpanda's actual configuration and command syntax instead of generic Kafka conventions that don't always translate. For Kafka-compatible workloads, where a wrong client setting or an unsupported flag costs real debugging time, reasoning from Redpanda's own sources keeps generated code closer to correct on the first try, especially as newer products like Redpanda Connect expand what a coding agent needs to know.
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SUPPORT FORM AGENT
A self-serve stop before every support ticket
On the support site, it gives users a shot at a self-serve answer before a ticket is ever submitted, drawing on the same continuously refreshed knowledge base as the docs. Redpanda built this deliberately into its support workflow rather than treating the ticket form as a last resort: the question gets answered first, and only escalates to a human if Kapa can't resolve it. "It's a win-win because customers get their configuration questions answered without having to contact support, improving their experience with our product while making our teams more efficient," says Fee. The questions that don't get fully resolved still aren't wasted: the same analytics that power Coverage Gaps let Redpanda see which configuration and troubleshooting questions come up most before a ticket is filed, and use that to prioritize what to document next.
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"Our support engineers' ability to answer live customer queries have been enhanced with kapa. Sometimes specific, reliable, and detailed answers are needed in real time."
Joyce Fee
Director, Redpanda
Why Kapa
The same knowledge base powers every surface, so a 250-page product expansion (Redpanda Connect) was fully searchable within three weeks of launch.
Across docs, support, and Slack, Kapa has boosted 4,500+ support hours from 20,000+ questions answered, at a 93% average certainty rate, and earned a nomination for best AI-augmented user experience at the DevPortal Awards.
"Kapa is an easy sell because the value is irrefutable. We're seeing it in the numbers, in the certainty rates, and in how much internal users and customers are using it."
Joyce Fee
Director, Redpanda
Documentation Agent
Cited answers, right on the docs site
Embedded on Coralogix's documentation site, it gives customers and prospects instant, source-cited answers to product and configuration questions without needing to file a ticket or wait on support. Because it draws on the same connected knowledge base as the internal assistant, self-serve answers stay consistent with what Coralogix's own support and sales teams would tell a customer on a call.
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TEAM AGENTS
One assistant for support, sales, and customer success
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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MCP SERVER
One assistant for support, sales, and customer success
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
"Support engineers' ability to answer live customer queries have been enhanced with kapa. Sometimes specific, reliable, and detailed answers are needed in real time."
Joyce Fee
Director, Redpanda
Why Kapa
The same knowledge base powers every surface, so a 250-page product expansion (Redpanda Connect) was fully searchable within three weeks of launch.
Across docs, support, and Slack, Kapa has boosted 4,500+ support hours from 20,000+ questions answered, at a 93% average certainty rate, and earned a nomination for best AI-augmented user experience at the 2024 DevPortal Awards.
"It's an easy sell because the value is irrefutable.
We're seeing it in the numbers, in the certainty rates, and in how much internal users and customers are using it."
Joyce Fee
Director, Redpanda
