Introducing RunLLM: The first AI Support Engineer
We’re posting off-schedule today to announce the public beta launch of RunLLM. We try to avoid talking too much about the company here, but we’re excited to get RunLLM into everyone’s hands and wanted to share. Our experience with RunLLM has directly shaped the lessons we write about here. We’ll be back on Thursday with more about building AI-native UX.
Today, we're excited to share the public beta of RunLLM, the first AI Support Engineer. RunLLM is a new kind of AI product explicitly built for advanced technical support and complex problem-solving.
Technical support is one of the most valuable customer interactions a company has. Done right, it does more than help customers with technical questions — it drives adoption, retention, and long-term revenue. This is why companies like Databricks, LlamaIndex, MotherDuck, Livekit, and Arize already use RunLLM.
But unlocking that value is extremely hard. Today’s technical support teams juggle a lot of responsibilities: handling detailed technical questions, keeping up with product changes, and helping internal teams understand customer needs. On top of that, they must document every interaction, keep colleagues informed of ongoing issues, and maintain knowledge consistently across multiple systems. Support engineers who excel at all of this are incredibly rare.
That’s why we built RunLLM — to seamlessly integrate into technical support teams as a trusted teammate, lightening the load, accelerating customer adoption, and surfacing valuable insights. RunLLM doesn’t just answer questions: It works alongside your team, managing documentation, identifying patterns, and ensuring knowledge flows effortlessly across systems.
Scaling Technical Support Is Hard
From hundreds of customer conversations, we’ve identified the three biggest obstacles that prevent teams from scaling advanced technical support:
Technical Products Are Complex: They generate a high volume of intricate questions, in addition to many more which go unasked because users know detailed questions take time to answer. Support teams work hard to keep up, but high demand and repetitive “Hello, world” inquiries make scaling difficult.
Support Engineering Talent Is Scarce: Support engineers are rare—technically skilled and customer-facing. Hiring and training take time, and customer demand often outpaces team capacity.
AI That Only Retrieves Docs Falls Short: “Chat-with-your-docs” apps can answer basic questions, but they hallucinate, provide shallow responses, and fail to detect recurring issues across tickets.
RunLLM Helps Support Teams Scale
Like a real support engineer, RunLLM starts by learning your product inside and out. It uses that expertise to triage tickets, deliver precise answers, and surface insights from support conversations.
The result? RunLLM flexes your support capacity—freeing your team to focus on the high-value, complex issues that require human expertise.
Here’s how RunLLM delivers value:
Provides Unmatched Answer Quality: Trusting AI to interact with customers is a big deal. That’s why we’ve spent 18 months refining RunLLM’s accuracy and reliability, based on the feedback we’ve gotten over 50 production deployments.
Behaves Like a Real Support Engineer: Great support doesn’t stop at answering questions. RunLLM follows up with users, validates code snippets, and offers proactive suggestions — mirroring how your best support engineers help customers.
Surfaces Insights: RunLLM doesn’t just answer questions, it learns. By analyzing customer interactions at scale, it identifies pain points, improves documentation, and recommends product improvements.
Your Customers Are What Matter Most
At the end of the day, the success of any support solution isn’t measured by how many tickets it deflects—it’s measured by how much customers actually use and benefit from it.
From what we’re seeing, RunLLM is delivering real impact. Each time it’s deployed, users engage up to 10X more than before—not because new issues suddenly appear, but because users have an immediate, trusted way to get the answers they need, whenever they need them. That level of engagement tells us something important: when high-quality technical support is truly accessible, users rely on it—and engagement skyrockets.
Yet too often, users won’t ask for help. Some avoid it simply because they don’t want to wait hours or days for a response. Others hold back because their question feels too basic or obvious—something they don’t want to “bother” support with. And then there are those who assume complex questions will take too much effort to resolve, leading to a long back-and-forth or unclear next steps. Instead of asking, they give up—or turn to a competitor for answers.
By eliminating this friction, RunLLM changes the dynamic. Users ask more, learn more, and get more out of your products. And because we unlock so much more interaction data, your company gains much better insights about how to improve support documentation and your products.
Better Support Equals Business Growth
Advances in AI now make it possible to graduate technical support from a cost center to a revenue driver. RunLLM’s AI-powered technical support solution does more than just help teams deflect tickets with high quality answers. It increases positive interactions between companies and customers, and transforms support into a business growth driver.
Support is a business conversation. Every question asked is a moment of engagement—an opportunity to strengthen adoption, trust, and customer loyalty. Companies that leverage AI in the right way won’t just reduce support workload—they‘ll drive growth.
Try the RunLLM Beta for Free
Starting today, you can set up RunLLM’s AI Support Engineer for your own product, and ask it questions about your own documentation. Onboarding takes a few minutes, and it’s free to try. You can see it in action here:
We're proud of what we've built. It’s been two years of hard work — and an intense final stretch to get to this release. And we believe the team’s dedication, talent, and customer focus shine through in this product.
We’ve also been fortunate to work with amazing customers who helped turn this idea into reality. Their engagement and feedback have shaped RunLLM into a truly valuable solution.
Today is just the start of our vision to make advanced technical support better than ever before. Over the next few days, we’ll share more about our reimagined interface, how we’re unlocking powerful insights from technical support data and more!
Try RunLLM for free today and see how an AI Support Engineer can help you scale support and accelerate adoption.
This post is cross-posted on the RunLLM blog.
Awesome work Runllm!!! Very exciting