Update: Kai Resolve is now Kai Support’s investigations, and Kai PM’s work moved to Kai Copilot. See Kai Support.
Every product has a loop. A customer hits a problem. Someone answers. Someone investigates. Someone decides whether it is worth fixing. Someone fixes it. Someone tells the customer.
Most companies run that loop through five tools and five inboxes, and most of it never closes. Bugs live in support forever. Feature requests die in a spreadsheet. Engineers get tickets with no evidence and customers get a reply that says “we have passed this on to the team.”
We built Gleap to close that loop. Today we are saying plainly what Gleap has become: AI-native customer support for software teams, support that ships fixes.
What that means
Gleap is the platform where an AI team and your team build software together. The AI team has three members, and each one works for someone: your customers, your team or your code.
- Kai Support answers customers. It reads your help center, your docs, your snippets and your connected sources, answers in the customer’s language, and cites what it used. On the boards you choose, it also investigates the hard tickets. It has the screenshot and recording, the click trail, the console and network logs, and your code. It traces the problem through the code and returns a verdict with the evidence and the files it read: a bug, a feature request, an answer, or a case for a person.
- Kai Copilot works beside your team on every page. It sends replies once you say yes, drafts articles, explains your numbers, merges duplicate requests, links each to the customers who asked and drafts the changelog when it ships.
- Kai Code writes the fix. It takes a confirmed bug or an approved request, plans the change, writes the code and opens a pull request. It runs in Kai Code Cloud, or through Kai Code Bridge on your machine with your own Claude Code, Codex or Cursor login.
Then the human part, which is the part that matters: your team reviews the verdict, decides what gets built, and merges the pull request. Nothing is merged into your code without a person saying yes, and Kai Support answers customers within the knowledge and rules your team sets.
Why a team, not a bot
The industry has spent two years building better chatbots. A better chatbot still ends at the reply. The ticket is closed, the bug is still in production, and the customer will write again next week.
A software team does not work like that. When a real support engineer sees the same crash three times, they open the logs. When a real product manager sees the same request from ten accounts, they put it on the roadmap. When a real engineer gets a reproduced bug with a stack trace, they fix it that afternoon. The work moves forward because each person hands it to the next one with the context attached.
That is what we built. Kai Support investigates the ticket with the whole conversation and turns the confirmed bug into a coding task with the evidence, and a teammate starts Kai Code on it. Kai Code hands the pull request to your engineers. The customer hears back after the release, on the same ticket they opened. One loop, one workspace, one customer record.
Why humans stay in the loop
We do not believe in “fully autonomous” software teams, and we do not sell one. The agents are good at the parts that were never worth a human’s afternoon: reading a thousand articles to answer one question, reading the logs to find the failing request, ranking three hundred requests against a goal, writing the first version of a fix.
They are not the right ones to decide what your product should be or what goes into your codebase. So every verdict is reviewable, every pull request waits for a merge, and every message to a customer goes through a tool you can switch off. Your team decides. That is not a limitation we accepted; it is the design.
What changes for you
If you run support, Kai Support answers first and your inbox receives the rest with the whole conversation and a verdict, not a forwarded thread.
If you run product, the requests arrive deduplicated and linked to the customers and tickets behind them. You move a request to Planned when the evidence and the votes agree, and the people who voted hear when it ships.
If you write code, the bug arrives with the session, the log line and the files Kai Support read. The fix arrives as a pull request. You review it the way you review a teammate’s work.
If you run the company, every customer problem ends in an answer, shipped code or a deliberate decision not to ship, and you can see which.
Where we are going
Gleap already runs the inbox across seven channels, bug reports with session replay, feature requests and the public roadmap, the knowledge base, release notes and outreach. The agents work on top of all of it, and they will keep getting closer to the code and closer to the customer.
Our measure is simple. Not how many tickets an agent closed, but how many customer problems ended in a shipped change with a human who chose it.
If that is the kind of team you want behind your product, start a free trial or see how the agents work together.
