I lead Product Operations at Camunda, so I care a lot about how smoothly our users can get what they need. Kapa.ai has been a strong lever for us on that front. Process orchestration is a complex product, and our audience includes both developers and less-technical users, so accuracy matters enormously. Kapa answers questions directly from our own documentation and provides citations, which helps both groups get unblocked without digging through pages or filing a ticket. From our side, it’s been reliable and low-maintenance. The other thing I’d highlight, especially since I’ve championed Kapa internally, is the team behind it: responsive, collaborative, and a genuine partner rather than just a vendor. (For transparency: I’m a Camunda employee, and the opinions here are my own, not necessarily Camunda’s.)

The core strength of Kapa is its ability to serve as an incredibly accurate AI assistant trained entirely on our own content—including help center articles, API documentation, and blog posts. Users can ask questions in plain language and receive precise answers pulled directly from our materials, complete with citations back to the source pages. This citation feature is critical for us; it ensures absolute accuracy without inventing facts or overcommitting, which is non-negotiable in our industry. While we initially brought Kapa on for a specific use case, we’ve ended up deploying it everywhere. It now powers the "Ask AI" widget on our docs, serves as a highly effective ticket deflector on our support forms, and acts as an internal assistant used across the entire company. Beyond support, our team is already experimenting with its MCP capabilities. Personally, I highly value the analytics dashboard. The "I don't know" rate highlights exactly where our documentation has gaps, allowing our teams to test and tighten articles before product launches. It has truly evolved into a core platform we build on, rather than just a bolted-on support tool.

People at Redpanda just really trust kapa. It's wildly popular internally and with our customers, and more and more teams keep finding new ways to use it. Sales, CS, support, marketing, they all come to us asking how to get their content into Kapa. The dashboard is something we rely on every single week. Being able to see coverage gaps, top links returned to users, and satisfaction trends gives us information we couldn't easily get anywhere else. Changing from conversations to coverage gaps alone changed the whole way we deal with content quality.