Walmart · Microsoft
22% — global ecommerce growth
Independently reportedRetail & e-commerce · Search & retrieval · LLM · In production · 2024
Search & retrieval
Reply.io · Ability.ai
Vendor-reportedTechnology & softwareIn productionNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by ability.ai (vendor self-report). Checked against the source page on 2026-09-06. 3 of 3 figures below appear on that page word for word.
The problem
Reply.io's team was spending 45-60 minutes daily hunting for information across fragmented knowledge sources like Jira, Confluence, and Slack.
What was deployed
- Vendor
- Ability.ai
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- company policies and documentation, Jira solutions, bug resolutions, technical discussions, past conversations, meeting transcripts
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
under 5 minutesSearch timefrom 45-60 minutes dailydaily
“45-60 minutes of searching - now under 5 minutes.”
Quoted word for word from the source
Onboarding speed
“New hires productive 40% faster.”
Quoted word for word from the source · round percentage, no baseline given
10+Senior engineer time savedweekly
“Senior engineers gained back 10+ hours weekly.”
Quoted word for word from the source
“45-60 minutes of searching - now under 5 minutes. New hires productive 40% faster. Senior engineers gained back 10+ hours weekly. Essential to maintaining our growth velocity.”
Difficulties and limits
- Knowledge fragmented across platforms (Jira, Confluence, Slack)
- Team members spending 45-60 minutes daily searching for information
- Invisible knowledge due to silos
- Senior engineers interrupted with repetitive questions, resulting in 25% less focus time
- 8-10 week onboarding for new hires
- 15% longer project cycles due to missing contextual information
Sources
- ability.ai — vendor self-report, 2025-12-01
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