Customer support · Production

How Confluent saves 15,000+ hours a month with Glean

The problem

As Confluent scaled from 250 to over 2,000 employees, critical knowledge became scattered across 20+ best-of-breed systems, making it hard for employees to find what they needed and slowing down Support, Customer Success, and Sales Engineering teams in particular.

Workflow diagram · grounded in source
1
Employee needs information
trigger
“Support, Customer Success, and Sales Engineering teams were hit hardest, leading to inefficiencies and frustration”
2
Glean indexes all tools
integration
“Glean indexed Confluent's 20+ tools, including Slack, Salesforce, and Confluence, with minimal setup”
3
AI search surfaces relevant content
ai_action
“Confluent adopted Glean's AI-powered search to give employees instant access to the information they needed. Instead of spending time searching across multiple apps, teams could surface relevant documents, past deal cycles, help articles…”
4
Faster resolutions delivered
output
“Technical Support teams reduced investigation time per ticket by 5–10 minutes, improving response times”
Reported outcome

Glean saved Confluent 15,000+ hours per month across all employees, improved support team satisfaction by 13%, cut ticket investigation time by 5–10 minutes, and achieved more than 70% active employee adoption — with the information sprawl problem described as at least 80% solved.

Reported metrics
Hours saved monthly15k+
Support team satisfaction increase+13%
Glean agents created in first 6 weeks500
Glean agents created total3,400+
Show all 8 reported metrics
hours saved monthly15k+
support team satisfaction increase+13%
Glean agents created in first 6 weeks500
Glean agents created total3,400+
ticket investigation time reduction5–10 minutes
customer response time improvementat least 5 minutes
employee active adoption ratemore than 70%
information sprawl problem resolvedat least 80%
Reported stack
GleanSlackSalesforceConfluence
Source
https://www.glean.com/resources/customer-stories/confluent
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Glean saved Confluent 15,000+ hours per month across all employees, improved support team satisfaction by 13%, cut ticket investigation time by 5–10 minutes, and achieved more than 70% active employee adoption — with…

What tools did this team use?

Glean, Slack, Salesforce, Confluence.

What results were reported?

Hours saved monthly: 15k+; Support team satisfaction increase: +13%; Glean agents created in first 6 weeks: 500; Glean agents created total: 3,400+ (source-reported, not independently verified).

How is this customer support AI workflow structured?

Employee needs information → Glean indexes all tools → AI search surfaces relevant content → Faster resolutions delivered.

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