Galileo engineer uses Claude Code to slash engineering support requests by 90%

The Gist

• Al Chen built a 16-line script (written by Claude Code) that pulls latest code from 15 repos daily
• Combines code queries with Confluence docs and customer-specific quirks for hyper-personalized answers
• Reduced engineering interruptions to near-zero by empowering customer teams to query code directly

• Claude Code enables field engineers to query an entire codebase across multiple repositories, reducing reliance on outdated documentation and engineering interruptions.
• Combining code repositories with Confluence and Slack allows for multi-source context, delivering more accurate and tailored answers to customer questions.
• AI-generated answers can be made more customer-specific by referencing a 'customer quirks' page that details unique deployment requirements.
• AI tools like Claude Code can turn Slack support threads into knowledge base articles automatically, creating more current and detailed resources than official documentation.
• The human value-add in AI-generated responses lies in proofreading, condensing, and validating answers to ensure they meet customer needs and technical accuracy.
• Using AI to enhance customer experience through tailored deployment documentation can create a competitive advantage that is harder to replicate than product features.

• Integrate AI tools like Claude Code with code repositories, Confluence, and Slack to provide multi-source context for customer support.
• Maintain a 'customer quirks' page to ensure AI-generated answers are tailored to specific customer deployment requirements.
• Automate the conversion of Slack support threads into knowledge base articles to keep documentation current and detailed.
• Proofread and validate AI-generated responses to ensure they are technically accurate and meet customer needs.

• 90% (Reduction in engineering support requests after implementing Claude Code)
• 15 (Number of repositories integrated into Claude Code for querying)
• 16-line script (Script written by Claude Code to pull the latest code from all repositories daily)