How Harness AI Helps Deflect 95% of Platform Support Tickets

Harness AI revolutionized support for a major financial institution by deflecting 95% of platform support tickets through its integration into the software delivery life cycle. As the institution's delivery velocity increased, the complexity of its software development life cycle also grew, leading to a spike in support tickets that the platform team had to manage reactively. Rather than expanding headcount, the organization integrated Harness AI into its operations, using it as a first line of inquiry for developers, who were encouraged to seek answers from the AI rather than the support team. Powered by a Knowledge Graph that maps the software delivery environment, Harness AI provides specific, contextually relevant answers, helping engineers troubleshoot issues independently and efficiently. This shift allowed the platform team to refocus on forward-looking architectural designs, transforming the support model from reactive to proactive and enabling innovation without the friction of overwhelming support requests.