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But AI doesn't simply help engineers do the same work more quickly; it can help them get to places they haven't been able to get to before! We're excited to share how our GitHub customer success team has been using AI to better serve our customers.</p> <div class="text-mono f5 mt-4"> <a class="Link--primary no-underline resource-card-tag" href="https://resources-github-com.translate.goog/topics/ai/?_x_tr_sl=pl&_x_tr_tl=sl&_x_tr_hl=en-GB">AI</a> </div> </div> <div> <div class="resource-card animatable animate-fade-up col-span-2 flexible-thumbnail" data-testid="page-thumbnail"> <a class="resource-card-overlay-link" aria-label="Go to page: Why Stripe sponsors open source" href="https://resources-github-com.translate.goog/open-source/why-stripe-sponsors-open-source/?_x_tr_sl=pl&_x_tr_tl=sl&_x_tr_hl=en-GB"></a><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;padding-top:52.5%"></span><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="responsive" class="resource-card-image" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"> <noscript> <img alt="" loading="lazy" decoding="async" data-nimg="responsive" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" class="resource-card-image" sizes="100vw" srcset="https://resources-github-com.translate.goog/assets/images/defaults/default-1.png?w=544&q=75&_x_tr_sl=pl&_x_tr_tl=sl&_x_tr_hl=en-GB 544w,https://resources-github-com.translate.goog/assets/images/defaults/default-1.png?w=768&q=75&_x_tr_sl=pl&_x_tr_tl=sl&_x_tr_hl=en-GB 768w,https://resources-github-com.translate.goog/assets/images/defaults/default-1.png?w=1012&q=75&_x_tr_sl=pl&_x_tr_tl=sl&_x_tr_hl=en-GB 1012w,https://resources-github-com.translate.goog/assets/images/defaults/default-1.png?w=1280&q=75&_x_tr_sl=pl&_x_tr_tl=sl&_x_tr_hl=en-GB 1280w" src="/assets/images/defaults/default-1.png?w=1280&q=75"> </noscript></span> <h3 class="h4-mktg font-weight-semibold heading"><span>Why Stripe sponsors open source</span></h3><time class="text-mono mb-3 color-fg-muted">November 18, 2024</time> <p class="f3-mktg color-fg-muted">Millions of companies around the world use Stripe to move trillions of US dollars. 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Page for /artificial-intelligence/enhancing-customer-support-with-ai","title":"GitHub case study: Enhancing customer support with AI","description":"GitHub Copilot empowers engineers to help their organizations achieve better business outcomes for their customers. But AI doesn't simply help engineers do the same work more quickly; it can help them get to places they haven't been able to get to before! We're excited to share how our GitHub customer success team has been using AI to better serve our customers.\n","body":"## AI accelerates more than just developer productivity\n\nSince the general availability of our [AI assistant in GitHub's support portal in February 2024](https://github.blog/news-insights/product-news/copilot-in-github-support-is-now-available/), 60% of the cases presented to it were resolved, with the majority being solved in under 7 minutes. This investment is part of GitHub's commitment to leveraging AI across the Software Development Lifecycle - including crucial moments when engineers need support! Let's take a look at how engineers at GitHub used AI within our support business to better serve our customers.\n\n## How GitHub improved customer support with AI\n\n__Primary goal__\n\n- Improve GitHub's customer support experience by leveraging automation powered by AI.\n\n__Support Portal Reach__\n\n- GitHub serves a global community of over 100 million developers. GitHub's [support portal](https://support.github.com) assists an average of 178,000 customers each month with product and support-related questions.\n\n__Key objectives__\n\n- Enhance responsiveness.\n\n- Increase customer satisfaction.\n\n- Allow the support team to focus on more complex and long standing issues.\n\n__Specific focus__\n\nStreamline the resolution of level 1 support queries by making known solutions easily discoverable, providing customers with a more direct and efficient route to resolution.\n\n__What was done__\n\nTo achieve these objectives, we developed and implemented an AI-powered conversational assistant. This assistant is designed to autonomously address routine inquiries, providing immediate assistance and surfacing known solutions more effectively for our customers. The model is grounded to GitHub's extensive product documentation, helping ensure that the AI provides accurate and relevant guidance based on our existing knowledge bases. Our development and deployment process was underpinned by [Microsoft Responsible AI principles](https://www.microsoft.com/en-au/ai/responsible-ai?ef_id=_k_CjwKCAjw3P-2BhAEEiwA3yPhwB3LqV50_7LnWPLwGDTFbovX-xSKxgnIs_zXWcnpmt6HW0162H2wVRoCHbgQAvD_BwE_k_\u0026OCID=AIDcmmgp5f6cxq_SEM__k_CjwKCAjw3P-2BhAEEiwA3yPhwB3LqV50_7LnWPLwGDTFbovX-xSKxgnIs_zXWcnpmt6HW0162H2wVRoCHbgQAvD_BwE_k_\u0026gad_source=1\u0026gclid=CjwKCAjw3P-2BhAEEiwA3yPhwB3LqV50_7LnWPLwGDTFbovX-xSKxgnIs_zXWcnpmt6HW0162H2wVRoCHbgQAvD_BwE)\n\nBy integrating AI into this process, we aimed to reduce the number of steps and overall process friction that customers often face, while simultaneously allowing our support team to apply their expertise to more complex cases that require human ingenuity and deeper investigation.\n\nThe AI-powered conversational assistant was seamlessly embedded into the support portal as a fully optional feature where customers could choose to interact with the assistant if they desired. Those who opted to engage with the AI-assistant received immediate assistance. Additionally, customers were encouraged to provide feedback on their experience, helping us continuously improve the tool and better serve their needs.\n\n__Impact of the AI-assistant__\n\nSince the [General Availability (GA) release in February 2024](https://github.blog/news-insights/product-news/copilot-in-github-support-is-now-available/), 60% of the cases presented to it were resolved, with the majority being solved in under 7 minutes. This is equivalent to over 20,000 customers having their problems solved through Generative AI.\n\nBy resolving these queries, the AI assistant has allowed our support team to focus on more complex customer questions, where their expertise can have the most impact. We have seen customer trust and satisfaction in the system grow through increased usage since general availability.\n\n__Future implementations__\n\nGitHub support's AI assistant has been deployed into Copilot chat on GitHub.com. [This capability](https://docs.github.com/en/enterprise-cloud@latest/copilot/using-github-copilot/asking-github-copilot-questions-in-githubcom#currently-available-skills) helps GitHub users access product \u0026 support related information whilst remaining within their workflow.\n\nWe are currently developing further AI capabilities tailored specifically for our internal support team, aiming to further enhance their ability to deliver exceptional customer service. This tool will provide intelligent suggestions, assist with routine task automation, and offer quick access to relevant information, enabling our support staff to manage their workflow more effectively and address complex inquiries with greater ease. We are also planning to expand the knowledge base for the AI-assistant and refine its response capabilities to better handle a wider range of inquiries.\n\n## Insights Gained\n\n__The power of tailored AI experiences__\n\nThroughout the development and deployment of the AI assistant, one significant lesson learned was the importance of tailoring experiences. Our engineers discovered that by optimizing the AI assistant based on customer queries---through tailored responses and context-specific guidance---we could significantly enhance its relevance and effectiveness across a broad range of use cases. For instance, developers and admins often require different types of support, and we've built the system to adapt accordingly. By taking into account the size and complexity of the user, we enable the AI assistant to deliver personalized assistance that addresses the specific needs of each user.\n\n__Expanding innovation beyond productivity__\n\nAnother key takeaway is the potential for AI to drive innovation beyond just enhancing productivity. We encourage engineers to experiment with AI, pushing the boundaries of what's possible. Consider new ways in which AI could be leveraged to achieve novel customer and business outcomes, such as creating more personalized customer experiences. By thinking creatively about the possibilities, engineers can support their organizations to unlock new value and opportunities that go beyond the traditional scope of support automation. This proactive approach to exploring the capabilities of AI not only enhances customer satisfaction but also positions your organization to lead in their respective fields, using AI as a powerful tool for innovation.\n\n## How to enhance your organization with AI\n\nBring a customer-centric approach to engineering with AI:\n\n1. Identify a customer pain point that may benefit from the power of AI.\n\n2. Define the benefits you want to deliver to your customer and any disbenefits you want to avoid and evaluate different AI solutions to address the customer pain point. Ensure you plan for tracking customer feedback and whether the solution is achieving the desired benefits.\n\n3. __Customize and implement your AI solution.__ Based on your evaluation, consider an initial high-level architecture proposal. It can be useful to undertake a proof of concept (POC) to test your proposal for the likelihood of meeting the target benefits. If your POC is promising, move into building for production ensuring ongoing testing as you build and that you meet any of your internal development processes and requirements. Once you have finished development and completed any release activities required by the team/organization, deploy to a small number of customers for initial feedback.\n\n4. __Review and iterate.__ Regularly collect feedback from your customers and internal stakeholders and scale your deployment of the solution as you grow confidence. Use feedback to refine the solution continuously, enhancing its effectiveness and ensuring it continues to deliver value.\n\n## Looking forward to the possibilities ahead for GitHub Support\n\nAs we continue to refine and expand the usage of AI in GitHub Support, we are excited about the broader possibilities it presents for enhancing various aspects of our services. The success of AI in handling level 1 support queries has demonstrated the potential of automation to not only improve responsiveness and customer satisfaction but also to empower our support team to tackle more complex challenges.\n\nLooking ahead, we see significant opportunities to extend the capabilities of AI in the realm of customer success:\n\n- __Product usage guidance.__ AI could be adapted to assist users in navigating and utilizing GitHub's features more effectively. By offering real-time guidance and tips based on user behavior and context, AI could enhance the overall user experience, helping customers unlock the full potential of our platform.\n- __Support data analytics.__ We envision AI playing a crucial role in support data analytics, where it can help identify common issues, trends, and patterns. This data-driven approach can provide valuable insights to both our support and product development teams, leading to proactive improvements in our products and services that directly benefit our customers. We recently published a [blog post](https://github.blog/ai-and-ml/machine-learning/how-github-harnesses-ai-to-transform-customer-feedback-into-action/) on how we harness AI to transform customer feedback into action.\n- __Training and onboarding.__ Beyond supporting the support team, AI can be instrumental in the training and onboarding of new team members across the organization. By providing instant access to a wealth of knowledge, best practices, and contextual guidance, AI can help new employees quickly become productive, accelerating their integration into the team.\n\nIn conclusion, AI gives engineers an unprecedented opportunity to enhance both customer and business outcomes in an organization. GitHub will continue to explore these possibilities and collaborate closely with developers, and customers to ensure that AI continues to evolve and meet the ever-changing needs. If you haven't yet, try GitHub's Support AI-assistant by visiting the GitHub Support Portal and entering your query in the search bar. We value your feedback and would love for you to be part of this exciting journey as we continue to improve how we serve our community.\n\nWant to learn more about the strategic role of AI and other innovations at GitHub? Explore [Executive Insights](https://github.com/solutions/executive-insights) for more leadership perspectives and thought leadership on the future of technology and business.\n\nWill you join the call to use AI to accelerate your organization's success? The journey ahead is full of potential, and we are excited to realize these opportunities together.","resource":{"metadata":{"tags":[],"concepts":[]},"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"wfutmusr1t3h"}},"id":"1jLmxTIOqAXE034Hu77Gzu","type":"Entry","createdAt":"2024-11-19T20:42:38.162Z","updatedAt":"2024-11-19T20:42:38.162Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"publishedVersion":2,"revision":1,"contentType":{"sys":{"type":"Link","linkType":"ContentType","id":"article"}},"locale":"en-US"},"fields":{}},"gated":false,"contentForm":{"metadata":{"tags":[],"concepts":[]},"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"wfutmusr1t3h"}},"id":"3qHQ6eSp20iGQrFIfaBJnn","type":"Entry","createdAt":"2022-09-29T19:33:25.277Z","updatedAt":"2024-12-10T09:52:03.207Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"publishedVersion":264,"revision":121,"contentType":{"sys":{"type":"Link","linkType":"ContentType","id":"form"}},"locale":"en-US"},"fields":{"name":"Form_Ungated_Contact","title":"Wondering how GitHub can help your business?","subtitle":"Tell us more about your needs","eloquaFormName":"ContactUs_TemplateForm","formCTA":"Contact GitHub","formElements":[]}},"headerImage":{"metadata":{"tags":[],"concepts":[]},"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"wfutmusr1t3h"}},"id":"3odN5FgGJtbvNtKHyofyVg","type":"Asset","createdAt":"2024-03-21T15:29:24.871Z","updatedAt":"2024-03-21T15:29:24.871Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"publishedVersion":14,"revision":1,"locale":"en-US"},"fields":{"title":"AI Background - Artificial Intelligence pillar - Dark 1","description":"AI Background - Artificial Intelligence pillar - Dark 1","file":{"url":"//images.ctfassets.net/wfutmusr1t3h/3odN5FgGJtbvNtKHyofyVg/0c6a692db6f77f65ce765e7e3369d13b/AI_Background_-_Artificial_Intelligence_pillar_-_Dark_1.png","details":{"size":208702,"image":{"width":2400,"height":1348}},"fileName":"AI Background - Artificial Intelligence pillar - Dark 1.png","contentType":"image/png"}}},"headerCTA":"Contact GitHub","buttonCTA":"Contact GitHub","publicationDate":"2024-11-19T00:00","hidden":false,"rendersRichText":false,"marketoCampaign":{"metadata":{"tags":[],"concepts":[]},"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"wfutmusr1t3h"}},"id":"2ywGzPlFH9kTdiOBF75ggA","type":"Entry","createdAt":"2023-09-15T23:09:46.917Z","updatedAt":"2024-11-20T14:58:44.542Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"publishedVersion":14,"revision":7,"contentType":{"sys":{"type":"Link","linkType":"ContentType","id":"marketoCampaign"}},"locale":"en-US"},"fields":{"title":"CO-GHG-CONTACT-FY23-10Oct-01-WW-Resources-Contact-Request/406214","cDLProgramName":"406214","source":"Contact Request","formFields":[],"active":true}}}},"seo":{"metadata":{"tags":[],"concepts":[]},"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"wfutmusr1t3h"}},"id":"1iDXggobGHB9lOKDBq0lu4","type":"Entry","createdAt":"2024-11-19T20:44:41.592Z","updatedAt":"2024-11-19T20:44:41.592Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"publishedVersion":3,"revision":1,"contentType":{"sys":{"type":"Link","linkType":"ContentType","id":"seo"}},"locale":"en-US"},"fields":{"metaImage":{"metadata":{"tags":[],"concepts":[]},"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"wfutmusr1t3h"}},"id":"4N4bGMzSnQKmTjhjcTZF9V","type":"Asset","createdAt":"2024-11-19T20:44:41.454Z","updatedAt":"2024-11-19T20:44:41.454Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"publishedVersion":5,"revision":1,"locale":"en-US"},"fields":{"title":"A dark background with two partially off-canvas, concentric, gradient-filled circles is displayed. 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Stripe is a key part of the financial infrastructure of the internet. “Like so much of the internet, open source is a fundamental part of what we do at Stripe,\" explains engineer and Head of Open Source Mike Fix.","body":"Ensuring those open source projects are healthy, secure, and well supported is a major priority for Stripe. It's not just the right thing to do: Investing in open source improves the company's bottom line. The company supports open source in many ways, from upstream contributions to projects they use to releasing their own open source projects to direct funding.\n\nIn 2020, the company scaled up their efforts and formalized their sponsorship program. Today, Stripe funds 11 different projects on a ongoing basis.\n\nIn this article we'll:\n\n- Learn how and why Stripe sponsors open source projects\n\n- Explore how you can measure the financial benefits of open source in your own organization\n\nBeyond altruism: Why Stripe sponsors open source\n------------------------------------------------\n\nFix credits the program's success on how tied it is to providing business value to Stripe as a company. \"Our primary motivation was to invest in the open source software that our users depend on to run their businesses,\" says Fix. \"We want all engineers at Stripe to have access to the best tools to get their jobs done.\"\n\nThe best way to build a sustainable funding program for open source projects, Stripe found, is a symbiotic approach of aligning the company's users' needs with those of maintainers. \"Companies need to balance open source investment against everything else on their books, so it's essential to know that sponsorship is delivering value, directly or indirectly, for our users,\" Fix says.\n\nHow Stripe picks projects and distributes funds\n-----------------------------------------------\n\nThe OSPO team at Stripe gathered usage statistics like API calls and package downloads to determine what open source projects were most important to the company, and consulted their own developers internally about what packages they use and which ones would benefit from investment. Then they talked directly with the maintainers of those packages about how they could best support them. \"We really wanted to understand how much investment was required for developers to make conscious changes in their lives to spend more time maintaining their open source projects,\" Fix says. The Stripe OSPO team makes the final call on which projects to fund in cooperation with their CTO.\n\nThe main success criteria Stripe judges its sponsorship decisions against, is how well the projects are being maintained.\n\nStripe distributes funds via GitHub Sponsors and Open Collective. \"These platforms are 'open source native',\" Fix says. \"It's where developers already are. Plus the platforms have a global reach, which is important since Stripe is sponsoring developers in 11 different countries thus far.\n\nFix encourages other organizations considering sponsorship programs to treat funding platforms like vendors. Putting them through a standard procurement process makes it easier for everyone across your organization to interact with them.\n\nMeasuring the financial benefits of open source in your organization\n--------------------------------------------------------------------\n\nFix recommends that any organizations thinking about spinning up their own OSS sponsorship program first focus on connecting sponsorships to their organization's business goals, and measure the return on investment towards those goals.\n\nIn addition to measuring how much user value open source projects enable, Fix recommends a few other things to consider:\n\n- How much money does open source save your organization? How much time does open source save your developers?\n\n- Has an open source project, for example an integration or SDK, helped land a sale?\n\n- Has an open source project unblocked a launch?\n\nOne thing to keep in mind, however, is that cost savings can be one-off events, and it's best to look for ongoing benefits created by open source projects in order to create more sustainable funding programs.\n\n\"Identifying and tracking these benefits enables you to deploy the greatest amount of sponsorship dollars over the longest period of time,\" Fix says. \"It's what's best both for your organization and the open source 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