The dev-tools SaaS took 200+ support tickets a day, and most were "how do I..." or "what's the syntax for...". The support team couldn't scale to meet it, and developers, an impatient audience, got frustrated waiting for answers that were already in the docs.
Buried in that volume were the real bugs that actually needed engineering, but they were hard to spot in a flood of routine questions.
Slow first response on developer support directly drives churn to competitors with better DX.
The solution
An AI support agent trained on the full developer surface now resolves the routine majority instantly:
Trained on docs, samples and issues, the full documentation, code samples and GitHub issues live in the Knowledge Base, so the DevSupport Agent answers "how do I" and syntax questions accurately.
Gives working code, not links, the Code Sample Agent returns actual snippets and debugging help, the answer developers actually want.
On developer channels, it works across the website widget, Slack and Discord, where dev communities live, with code formatting preserved via Reply Format.
Real bugs escalated to engineering, genuine bugs are recognised and passed to engineering via Hand-off Control with reproduction context, so they stop hiding in the ticket flood.
Always-on for a global audience, the agent answers 24/7, matching the round-the-clock nature of a developer user base.
Tier-1 support was effectively automated: developers got instant, accurate answers with working code, and engineering only saw the real bugs.
What was deployed
Agents used
DevSupport AgentCode Sample Agent
Channels connected
Web widgetSlackDiscord
"Devs get answers in 90 seconds. That's a developer experience moat."
Engineering lead Anton Nikolyk
Eng Lead
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Set up your first AI agent in 10 minutes. No credit card needed.
