# How JetBrains uses Rasa

**75–80%** CSAT score of the Rasa-powered agent

As published on [rasa.com](https://rasa.com/customers/jetbrains). Captured by usedby on 2026-10-08.

- Company: [JetBrains](https://www.usedby.ai/companies/jetbrains.md)
- Tool: [Rasa](https://www.usedby.ai/tools/rasa.md)
- Industry: [DevTools & Infrastructure](https://www.usedby.ai/companies/industry/devtools-infrastructure.md)
- Teams: Support

## What the story says

JetBrains uses Rasa to run a single AI support agent that recognizes customer intent across its product catalog, answers routine questions from its internal knowledge base, and escalates other cases to the right human team with context already captured. It replaces a fragmented set of separate contact forms and is deployed on-premise on JetBrains' own infrastructure.

Summary written by usedby from the source page, in English. The figures are those of Rasa and JetBrains, not ours.

> JetBrains' Rasa-powered agent is now live across the key entry points of their support ecosystem, processing roughly 3,000 conversations per month and sustaining a CSAT score of 75–80% — numbers that put the agent on par with their human support team in terms of customer satisfaction.

- **3,000**: “processing roughly 3,000 conversations per month”

> We wanted something that's not just a deflection tool
>
> Letic

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 75–80% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of JetBrains.
- Checked: JetBrains uses Rasa. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/jetbrains-rasa · How we check: https://www.usedby.ai/methodology