Arize AI Transforms Technical Support with RunLLM

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The Challenge: Provide Expert Technical Support with Limited Resources‍

Arize is on a mission to make AI work for people, but achieving that goal required giving users the tools and support they needed to succeed. When the team set out to build Arize Copilot, they knew technical support would be a critical feature. Arize’s highly technical platform often leaves new users with complex questions. Without timely, accurate answers, many users would lose momentum—or abandon the platform altogether.

However, building an AI-powered support system in-house was out of scope for a two-person team. With limited resources and a tight timeline, Arize needed a solution that could deliver superior support with minimal development effort.

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The Solution: RunLLM’s AI Support Engineer

Arize chose RunLLM to power Copilot’s support functionality. RunLLM learns about a product by reading its documentation, guides, and APIs, creating a custom-trained AI assistant capable of answering technical questions with precision. The system delivers context-aware, accurate responses in seconds, empowering users to find solutions without leaving the platform.

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​"RunLLM didn’t just improve our technical support — it made it instant, accurate and always available. It reduced our team’s workload and cut resolution times by more than 25%.  It even helps our international users who want to understand their problems in their language. The best part? Users trust it. If you’re serious about AI-powered support, this is the only choice."

- Aparna Dhinakaran, Founder & Chief Product Officer

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‍The Results: Improved Resolution Times, User Retention & Engineering Efficiency‍

Since integrating RunLLM, Copilot’s support skill has become a cornerstone of the user experience. Key outcomes include:

• Efficiency Gains: Copilot now handles ~17% of all user queries through its RunLLM-powered support skill, reducing Arize customer solutions engineers workload by 25%, and allowing them to focus on more complex, high-value tasks.
• Customer Satisfaction: Users consistently report positive feedback on the support skill’s speed and accuracy, with resolution times reduced by 50% compared to manual support workflows.
• Improved Retention: New users now receive instant, reliable guidance, leading to a 15% increase in retention during the first 30 days.
• Development Time Saved: By using RunLLM instead of building their own support system, Arize saved over a month of engineering time—time that was redirected to developing Copilot’s core features.
• Scalability: As Arize grows, RunLLM enables support quality to remain consistent without proportional increases in human support staff.

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Why It Worked: The Partnership Advantage‍

For Arize, the decision to partner with RunLLM wasn’t just about saving time—it was about delivering a superior experience for their users. By leveraging RunLLM’s expertise in AI-powered support, Arize was able to:

• Launch a key feature in days instead of weeks.
• Provide a seamless support experience that aligns with Copilot’s user-centric design.
• Empower their team to focus on innovation, not repetitive support tasks.

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Looking Ahead: Scaling Together

‍RunLLM continues to play a vital role in Copilot’s success, enabling Arize to scale support without sacrificing quality. As Copilot evolves, Arize plans to expand its capabilities, including new automated workflows, smarter debugging tools, and advanced tracing features—all while relying on RunLLM to handle the heavy lifting for technical support.

By focusing on what they do best and partnering where it matters, Arize has built a product that not only empowers their users but also sets a new standard for efficiency and innovation in AI-driven platforms.

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