How Arize built AI-native support workflows that cut resolution time in half

Arize has implemented AI-native support workflows to enhance their AI observability platform, significantly reducing median support resolution times from 22 hours to approximately 2.5 hours. These improvements stem from creating internal workflows that streamline the process of gathering technical context, rather than replacing support engineers with bots. By packaging investigation patterns into reusable internal skills, Arize enables support engineers to start debugging with comprehensive context, reducing manual effort and cognitive load. This system enhances the efficiency of support investigations and escalations, allowing engineers to focus more on resolving issues rather than gathering information. Arize emphasizes the importance of keeping humans in the loop for judgment, communication, and technical ownership, while leveraging automation to reduce operational overhead. The company also practices "dogfooding" by using their own product to trace and improve workflows, fostering a feedback loop that refines their support operations continuously. This approach positions Arize's support organization to operate like an engineering system, capable of scaling with iterative improvements and strong observability, ultimately changing how AI support functions as a whole.