How Capillary Technologies Boosted Customer Support Efficiency with Threado AI

Problem

Capillary Technologies faced significant challenges in managing and disseminating product knowledge across its rapidly growing organization. Harsh, a Senior Product Manager at Capillary, identified several key issues:

1. High query volume: The product team received 4-5 questions daily, even when documentation was available.
2. Information accessibility: Employees often preferred asking questions rather than searching through documentation.
3. Global time zone challenges: Team members spread across different time zones made timely support difficult.
4. Inconsistent terminology: Mixed product terminologies made providing accurate information challenging.

Harsh explained, "Over time, people will start getting into this habit that okay, let's ask only. And then we thought that okay, people prefer asking and hence we launched (Threado's) Slackbot."

Capillary believed that implementing an AI-powered solution could address these challenges by:

1. Reducing the burden on the product team by automating responses to common queries
2. Improving information accessibility for team members across all time zones
3. Standardizing responses to ensure consistency despite internal terminology variations
4. Enhancing self-service capabilities for both internal teams and customers

Solution

After exploring various options, Capillary chose to implement Threado AI. The decision was based on:

1. The need for a specialized solution to address their unique challenges
2. Impressive results from initial testing compared to internal efforts
3. Seamless integration with existing systems

Implementation Process:

1. Initial evaluation: The team spent a couple of weeks evaluating the solution.
2. Internal adoption: Capillary used Threado AI internally for six months before making it available to customers.
3. API integration: Threado's APIs were integrated into Capillary's chatbot for customer use.
4. Continuous improvement: The product and documentation teams actively worked on improving the AI's responses and expanding its knowledge base.

Driving Adoption and Accuracy:

1. Demonstrated proper usage: Product managers rephrased questions to show effective bot interaction.
2. Involved the documentation team: Created a backlog of unanswered questions and improved documentation.
3. Regular updates: The documentation team engaged with Threado to address gaps in knowledge.
4. Prioritized accuracy: Focused on ensuring the bot provided accurate information, even if it meant answering fewer questions initially.

Harsh emphasized their commitment to accuracy: "My Northstar was only that you could answer less but don't answer incorrectly. So it was okay to answer like 60 out of 100 questions or 70 out of 100 questions initially. But those have to be correct."

Impact

The implementation of Threado AI led to significant improvements for Capillary Technologies:

1. Reduced workload for the product team: Product managers spend less time answering repetitive questions.
2. Faster response times: Customer success teams can respond to customers more quickly with readily available product knowledge.
3. Improved self-service: Customers can find information without reaching out to their CSMs, reducing the overall support burden.
4. Enhanced global support: Team members in different time zones now have access to product expertise around the clock.
5. Increased trust: The high accuracy of responses has built trust in the AI system among internal teams and customers.

Specific impacts include:

• Increased efficiency in the customer success and support teams - over 130+ employees get instant assistance to 1000+ queries per month which earlier used to take anywhere between 2 hours to a day to get a response.
• Significant reduction in response times for customer queries
• Improved customer satisfaction due to faster and more consistent support
• Better knowledge retention and sharing across the organization

User Adoption: Threado AI has been widely adopted across several teams at Capillary:

1. Customer Success Teams: For quick access to product information and answering customer queries.
2. IM Support Teams: To find information about new products or unfamiliar features.
3. Solutions Architects: For quick reference to APIs and specific field requirements.

"Today, our US Head goes around and demos it to a lot of customers out there, especially in the US where brands want to be self-reliant. This has been a massive pull for us," Harsh proudly stated.

Future expectations

Capillary Technologies is looking to leverage Threado AI for:

1. Configuration recipes: Developing the ability to provide step-by-step guidelines for complex configurations by combining information from various sources.
2. Enhanced self-reliance: Empowering end customers to be more self-sufficient in using Capillary's products.

"The next set of improvements I really want to work on is getting the recipes for the configuration," Harsh explained. "It will actually help our end customers also be very self-reliant."

Advice for others evaluating Threado AI

Harsh offers the following advice for companies considering implementing Threado AI:

1. Invest time in improving documentation: The quality of your documentation directly impacts the AI's effectiveness.
2. Be patient: While some investment is required, the long-term gains are significant.
3. Don't reinvent the wheel: Unless AI is your core competency, leveraging specialized solutions like Threado AI can be more effective than building in-house.

"For me, ROI has been really good," Harsh concluded. "I would say as per my experience, it works well if you are willing to invest a bit of your time on correcting your documentation. You have to invest a little, but the gains are really good."