How Monday.com scaled AI chat to 100,000+ customers

Monday.com has transformed developer support by implementing a dual AI strategy powered by kapa.ai, demonstrating how enterprise platforms can dramatically improve developer experience while achieving measurable business impact.

Watch the two minute introduction to kapa.ai by the Monday.com team

The Strategic Challenge: Supporting Explosive Developer Growth

Monday.com, the leading work operating system platform, faced a critical inflection point. With over 100,000 customers and a rapidly growing developer ecosystem building on their API platform, they needed to scale support without proportionally scaling costs.

The challenge was multifaceted:

• Developers spending hours digging through documentation

• Support teams overwhelmed by repetitive API questions

• Risk of developer churn during critical integration phases

• Need to support a global developer base in multiple languages

As Daniel Hai, AI & API Product Manager at monday.com, noted: "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. The ability to get answers in real-time is a huge benefit to keeping them engaged."

The Solution: Dual AI Deployment Powered by Kapa.ai

Monday.com implemented a comprehensive AI strategy with two key deployments:

1. Ask AI Widget on Developer Docs

Embedded directly in their developer documentation, the AI widget provides instant answers to technical questions, eliminating the need for developers to search through extensive documentation or wait for support responses.

Try it live on Monday's developer documentation

2. In-Product AI Assistant

Within their API Playground and developer center, monday.com integrated kapa.ai to provide contextual help right where developers are working - a critical differentiator that keeps developers in their flow state.

The partnership with kapa.ai enabled monday.com to leverage their existing documentation as a knowledge base, ensuring accurate, up-to-date answers without building AI infrastructure from scratch.

The Business Impact

Immediate ROI

• 10x Higher Engagement: Questions to Ask AI vs traditional support channels

• ~30 Minutes Saved: Average time saved per developer per API implementation question

• 24/7 Global Support: 10%+ of questions and answers in non-English languages

• Zero Additional Headcount: While scaling to support 100,000+ customers

Strategic Value

As Emil Sorensen, Co-Founder of kapa.ai, highlighted: "If 80,000 developers showed up at your startup's office with questions, you'd probably close your startup. But last year, $15B+ juggernaut monday.com's API platform team had answers for all 80k of them...thanks to their kapa.ai assistant."

The impact extends beyond metrics:

• Faster Developer Adoption: Reduced time-to-first-successful-API-call

• Improved Developer Retention: Real-time support prevents abandonment

• Competitive Differentiation: Best-in-class developer experience in their category

Strategic Insights: Why This Approach Works

1. Time-to-Market Advantage

Monday.com deployed production-ready AI capabilities in weeks, not months. While competitors evaluate building in-house solutions, monday.com is already serving thousands of developers daily.

2. Resource Efficiency

"My estimate is that the average AI answer saves a developer 15-30 minutes of work, which is insane," notes Hai. This translates to 556+ days of developer time saved annually - without hiring additional support staff.

3. Scalability Without Limits

The AI infrastructure scales seamlessly with monday.com's growth. Whether serving 80,000 or 800,000 developers, the marginal cost remains near zero.

4. Data-Driven Insights

The AI system provides valuable analytics on what developers struggle with, enabling monday.com to continuously improve their API and documentation based on real usage patterns.

Summary

Monday.com's implementation showcases a blueprint for enterprise platforms looking to scale developer support:

• Build vs. Buy Decision: By partnering with kapa.ai for AI infrastructure, monday.com's team remained focused on core platform development while delivering world-class developer support.

• Measurable Business Impact: With clear ROI metrics - from time saved to engagement rates - the AI investment pays for itself while improving developer satisfaction.

• Competitive Moat: In an era where developer experience determines platform adoption, monday.com's AI-powered support creates a sustainable competitive advantage.

As Daniel Hai summarized: "At monday.com, we were able to quickly launch a developer-specialized AI assistant by partnering with kapa.ai."

Real Developer Impact

The true measure of success comes from the developers themselves. Dennis H., a Software Engineer at Valiant, shared how the AI assistant transformed his experience when facing a complex automation challenge that went beyond monday.com's built-in features. What could have been hours of frustration was resolved efficiently, saving valuable development time:

For enterprise leaders evaluating AI initiatives, monday.com's success demonstrates that the right partnership can deliver transformative results in weeks, not quarters - turning developer support from a cost center into a strategic advantage.