Craft Docs builds Craft Agents — a visual Claude Code that non-engineers use more than devs
After three years of AI experimentation — including an early AI assistant, RAG-based knowledge search, and summarization features — Craft Docs had found nothing that retained users. A terminal-based prototype was also inaccessible to non-technical staff.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Zendesk ticket arrives
An incoming Zendesk ticket kicks off the customer support workflow.
Craft Agents — built in two weeks on the Claude Agent SDK — became an instant internal hit. Customer support ticket processing time fell from 20-30 minutes to 2-3 minutes, escalations to engineers dropped significantly, and non-engineering teams in marketing and HR began building automations without any developer input.
What failed first
The 2022 AI assistant gained an initial engagement spike but users did not return. Subsequent RAG and summarization experiments equally failed to achieve stickiness. A terminal-based Craft Agents prototype drew complaints from non-technical beta users about painful multitasking and awkward plan review.
Results
Time saved20-30 minutes to 2-3 minutes
Volumeprocess a much larger volume of tickets than before