How Logitech achieved 99%+ AI answer accuracy on complex technical support questions

Logitech deployed Kapa across their B2B support organization and saw accuracy that was in a different league from other vendors they evaluated.

Key Results

99%+ answer accuracy (audited quarterly)

~10% ticket reduction per units sold

30% increase in new help content created

The Challenge

Logitech's B2B support team handles complex technical questions every day, from firewall configurations for Sync to Rally Bar troubleshooting to firmware recommendations. The answers existed in their knowledge base, but customers weren't finding them, and agents were spending valuable time on repetitive inquiries.

The team evaluated several AI-powered support solutions, but accuracy was a persistent problem. With technical products, a wrong answer isn't just unhelpful. It erodes customer trust.

"Kapa is best-of-breed. 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. We audit it regularly, and it just keeps delivering."

— Andy Vayo, Head of B2B CX Ops, Logitech

The Solution

Logitech deployed Kapa's AI assistant on their business support center, connecting it to their product documentation hosted on the Bettermode platform. The assistant answers technical questions instantly, with citations to original sources so customers can verify and dive deeper.

Because Kapa only answers from Logitech's own content and clearly indicates when it's uncertain, the team trusted it enough to put it directly in front of customers.

The Impact

Fewer tickets, better efficiency: Logitech saw nearly a 10% reduction in support tickets relative to units sold over the past year. At Logitech's scale, that's thousands of tickets that never needed to be created, freeing agents to focus on complex issues that actually require human expertise.

30% more help content: With Kapa's Coverage Gaps feature surfacing exactly which questions customers are asking (and where documentation is missing), the team boosted new content creation by over 30%. And because agents spend less time on repetitive questions, they actually have bandwidth to improve the knowledge base, creating a virtuous cycle.

Company-wide adoption: What started as a support tool has spread across the organization. Sales uses it to quickly answer technical questions on calls. Engineering references it. Even leadership has adopted it. Usage tripled in under a year, while accuracy remained consistently high.

"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 B2B CX Ops, Logitech

Looking Ahead

Logitech is expanding their Kapa deployment to include ticket deflection in their support forms and deeper integration with internal ticket data, enabling agents to surface solutions from past cases instantly. The goal: continue scaling support quality without scaling headcount proportionally.