G2

Noaman A.

Senior Director of Global Support

Mid-Market (51-1000 emp.)

9/30/2026

"Support Expertise Scaled Across the Team with Kapa"

5/5

What do you like best about kapa.ai?

Kapa is grounded in Aiven's own knowledge - our public docs plus our Zendesk ticket history, so the expertise our support engineers have built up over the years is now available to the whole team. Customers get answers from the Ask AI widget before they ever raise a ticket, and our engineers use it internally to check sources and draft responses.

The Kapa team has also been very open to feedback, and some of our requests have made it onto their roadmap. Review collected by and hosted on G2.com.

What do you dislike about kapa.ai?

Most of what we'd flag is already on the roadmap, and the team has been quick to act on our feedback.

Accuracy in the past has been good but not perfect - it can be over-confident rather than telling the user it needs more information, but that also now seems to be improving. Review collected by and hosted on G2.com.

What problems is kapa.ai solving and how is that benefiting you?

It deflects tickets before they're created, and gives engineers better context on the ones that do come through. Our deflection rate has roughly doubled since we adopted it, and it's strongest on high-volume, low-complexity questions, which frees the team to focus on complex work. It also shows us which topics keep coming up, so we know where the docs need work. Review collected by and hosted on G2.com.