CUSTOMER STORY / SEMICONDUCTORS
How Silicon Labs deploys Kapa across docs, support, and internal teams
Silicon Labs
Semiconductors
“We have Kapa agents live on our website, documentation, support form and MCP, which address thousands of customer queries daily and helps users navigate our extensive product documentation.”
Radhika Chennakeshavula
Chief Information Officer
About Silicon Labs
Silicon Labs is a leading innovator in low-power wireless, building the SoCs, modules, and software behind a large share of IoT devices shipping today.
Its Series 2 and Series 3 SoCs cover every major protocol (Bluetooth LE, Zigbee, Thread, Matter, Wi-Fi, Wi-SUN, Amazon Sidewalk, Z-Wave), and developers build on top with Simplicity Studio and the Simplicity SDK. That breadth is what makes support hard: one question can span a part, a protocol stack, an SDK version, a datasheet, and a code example at once.
Challenge
Silicon Labs supports complex products where the right answer is spread across docs, SDK and API references, datasheets, release notes, application notes, GitHub samples, historical tickets, and in-house expertise. A developer bringing up a Matter-over-Thread design wants the specific answer for their part and SDK version, with a citation they can trust, not ten documents.
Across dozens of parts and half a dozen protocols, that content grows faster than any team can curate. Documentation and support were fielding high volumes of repeat questions the knowledge base already answered, pulling experts off the novel problems only they can solve. The challenge: make an enormous, fast-moving body of knowledge instantly answerable, right where each person is working.
Solution
Silicon Labs uses Kapa as a shared answer layer across documentation, support, and internal workflows, so customers and teams ask in their existing channel and get a verified, source-cited answer.
Every deployment sits on the same connected knowledge base. Kapa ingests the docs site, OpenAPI specs, datasheets, PDFs, and GitHub code alongside support tickets, Salesforce, and an S3 bucket, and keeps it in sync as products change. Each surface draws on the slice appropriate to its audience: external agents stay on public material, internal agents also reach private context. One source of truth, many front doors.
Website Agent
Embedded on silabs.com, it gives prospects and customers verified technical answers directly on product and marketing pages, leaning on getting-started and capability content to answer pre-sales questions in the moment. Instead of bouncing between a product page and the docs to confirm a feature or protocol, a visitor gets a cited answer on the spot, shortening the path from interest to evaluation.
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Documentation Agent
Deployed across the docs experience, it answers natural-language questions with precise, source-cited responses from user guides, SDK references, and API docs. A developer finds the exact configuration or API call in seconds, with links back to source, and answers stay accurate as SDKs and parts evolve because they are grounded in the current docs set.
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Support Form Agent
At the support intake form, it reads the drafted ticket and suggests a fix before submission, escalating cleanly when it cannot help. This deflects repeat questions the knowledge base already covers, cutting ticket volume and freeing the team for novel problems. Tickets that do come through arrive with more context, so they resolve faster.
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MCP Server
A hosted MCP endpoint feeds product context to coding agents like Claude Code and Cursor as developers work, grounding them in Silicon Labs SDKs, APIs, and hardware specifics. For embedded work, where a wrong register or unsupported protocol combination costs real debugging time, reasoning from authoritative sources keeps generated code closer to correct on the first try.
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Why it works
Every deployment runs on the same corpus and answer engine, so answers on the website, in the docs, at the support form, inside a coding agent, or in Slack stay consistent and traceable to source.
Silicon Labs adds a surface without rebuilding its knowledge base, and updates reach every agent at once. That is how a lean documentation and support organization keeps pace with an expanding product line while addressing thousands of queries a day.