Use Case

AI integration with technical knowledge bases and API documentation to automate customer support inquiries.

Vrio has seen 80% of developer questions resolved automatically, a major reduction in daily ticket volume, and dramatically faster onboarding for both customers and new team members by establishing a scalable, AI-powered support layer that grows with the business with Brainfish.

Key Takeaways

• Resolved 80-85% of developer questions automatically, drastically reducing the manual workload for the engineering team.
• Reduced daily support volume from 30-50 messages per day to only complex edge cases, allowing engineers to focus on product development.
• Accelerated time-to-value by enabling customers and internal teams to self-serve answers instantly rather than waiting on manual replies.
• Established a scalable knowledge layer that automatically syncs with CI/CD pipelines, ensuring documentation evolves in real-time with the product.

Overview 

Vrio provides a modern commerce platform that gives businesses the flexibility to build fully custom storefronts and operations through powerful APIs and hosted services.

As a developer-focused company, Vrio’s support team was spending significant time answering highly technical questions that depended on deep knowledge of their APIs and documentation. Every support ticket required an engineer.

By introducing Brainfish, Vrio automated its first line of support and made its technical documentation instantly accessible. Customers now receive faster, more accurate answers, and engineers can focus on building rather than troubleshooting. It’s also improved internal onboarding and overall team enablement.

“I cannot understate the importance of Brainfish implementing into our workflows. The ability for our developer AI agents to write accurate documentation with our development team and the ability to automatically publish with Brainfish has helped us optimize the support capabilities within our teams.  Information remains current based upon the data that's deployed and we don’t have to rely on manual updates” - Andrew Ronchetti, Vice President of Engineering

Challenge 

When engineers (unintentionally) become support agents.

Before adopting Brainfish, Vrio faced several challenges:

• Support was handled manually through tools like Slack, Telegram, or email, all directly by engineers.
• A high volume of repetitive, technical questions especially around API usage and integrations pulled engineers away from product development.
• Their documentation lived across multiple platforms, including Readme for API docs and Confluence for guides, making it difficult for customers (and even internal teams) to find answers quickly.
• Other AI support tools they explored required rebuilding their entire knowledge base or couldn’t reliably surface the right answers during testing.

Andrew Ronchetti, VP of Engineering at Vrio, knew they needed a solution that could plug directly into their existing documentation and work seamlessly with their OpenAPI Specification files - something that would help customers self-serve, reduce ticket volume, and free engineers to focus on higher-value work.

Solution 

Automating support without changing workflows.

Vrio chose Brainfish because it could plug directly into their technical stack and automate developer support without changing how their team worked.

• API & Documentation Integration: Brainfish ingested Vrio’s API docs from Readme and their OpenAPI Specification files, allowing it to understand endpoints, workflows, and common developer queries. It could clarify questions and surface the exact documentation instantly, no engineer needed.
• Always-Up-to-Date Knowledge: Brainfish synced automatically with Readme and Confluence, and Vrio’s CI/CD pipeline fed API changes straight into the platform. Documentation stayed accurate without manual effort, and became far easier for customers to discover.
• Smart Routing & Fewer Escalations: Brainfish recognised which API or product version a user was working with, routed them to the right content, and only escalated complex issues. This significantly reduced manual triage.
• Insights That Improve Content: Analytics highlighted missing or unclear documentation, helping Vrio continuously refine their content and reduce repeat questions.

Results 

Faster answers for customers, more focus for engineers.

The investment paid immediate dividends for both Vrio's user base and their internal engineering team.

For Vrio's customers…Vrio saw their automation rates soar, with Brainfish resolving 80-85% of incoming questions automatically.

• Developers working with Vrio’s platform could now get instant answers to technical implementation questions without waiting for a human engineer to respond.
• Brainfish’s smart routing recognized which API or product version a user was utilizing, guiding them to the right content instantly.

For Vrio's engineering team…Daily support volume dropped from 30-50 messages per day to only the specific edge-case issues that truly required an engineer's expertise.

• This allowed the engineering team to pivot back to high-value product development rather than manual triage.
• Internal onboarding also improved. New team members could use Brainfish to quickly self-serve answers about the platform, significantly reducing ramp-up time.

For documentation quality & maintenance…Beyond the metrics, the system solved the "stale documentation" problem.

• Brainfish integrates into Vrio’s workflows, meaning content stays up to date automatically as changes are deployed, completely removing the need for ongoing manual updates.
• Brainfish Analytics provided "gap detection," highlighting missing or unclear documentation. This allowed Vrio to continuously refine their content based on actual user queries rather than guessing.