Cloudinary improved support efficiency with an AI-powered Slack agent, reducing on-call workload by up to 10% while maintaining operational excellence.
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Cloudinary is a leading global media management platform powering image and video delivery for thousands of companies. With 60 billion assets under management and more than 10,000 customers and two million users worldwide, Cloudinary is the industry standard for developers, creators and marketers looking to manage, transform, and deliver images and videos online.
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Cloudinary, known for operational efficiency supporting 100+ developers with a lean SRE team, faced rising support load as engineering velocity increased. The team needed to choose between expanding headcount or adopting an AI-first enablement solution to maintain excellence at scale.
As a long-term partner with deep DevOps, SRE, and AI expertise, Opsfleet implemented an internal RAG-based AI agent. Integrated with Cloudinary’s knowledge base and communications, it acts as a first-line support layer within Slack.
The AI Agent is being rolled out to production company-wide, aiming to reduce 5% to 10% On Call time and improve the quality of the solutions.
"Working with Opsfleet gave us absolute confidence in achieving our goals. Their expertise in complex systems and AI allowed us to implement a scalable, cost-efficient support solution that maintained our operational excellence. It was a seamless experience from planning to production."
As the company grew and started onboarding its first enterprise clients, the team realized that the existing EC2-based infrastructure didn’t meet the demands of large enterprise clients who expect high availability and production-grade reliability from their 3rd party software providers.
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