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Dagster

Scout has made it easy for us to scale out our open-source support, while still maintaining a very high level of quality in responses.

The Challenge: Scaling Open-Source Support

As Dagster’s adoption grew, so did the volume of support inquiries. The team faced the dual challenge of scaling their support operations while maintaining the high-quality, responsive assistance their community valued. Balancing scalability and high-touch support for a growing open-source community was a major hurdle.

Partnering with Scout

To address these challenges, Dagster integrated the Scout Copilot into their docs and dashboard, enabling front line AI support. This integration allowed both open-source users and customers to receive instant, AI-driven assistance through Dagster’s custom-trained Scout Copilot.

Transforming Support with Scout

With Scout's Copilot, Dagster's team was able to:

  • Offload more than 4500 technical FAQs to the Scout Copilot each month. Dagster integrated their technical documentation, GitHub Issues and Github Discussions into Scout, which armed the Scout Copilot with the tools it needed to answer technical questions.
  • Improve team efficiency, allowing engineers and product managers to focus on more complex issues and development tasks.
  • Learn from conversational analytics, where Dagster’s team identified common customer pain points, and found where documentation could be improved. This dynamic feedback loop shortened the learning cycle between support and product teams, enabling faster responses to customer needs.

The Outcome

By leveraging Scout's Copilot, Dagster successfully scaled their open-source support operations, maintaining a high level of quality in responses. The integration of AI-driven support has not only improved efficiency but also allowed for a deeper understanding of customer interactions. Clustering customer conversations gave Dagster actionable insights into product issues, user needs, and documentation gaps, driving a continuous cycle of improvement. This partnership has reinforced Dagster’s commitment to providing exceptional service to their growing community, enabling them to handle customer support at scale without sacrificing quality.