Deepgram’s Slack Bot: An Unexpected Automation

Deepgram developed a custom Slack bot to improve customer support and productivity. The bot was built with the goal of providing best-in-class, personalized support at scale while maintaining the existing workflow of customers directly tagging support team members for attention. The development process involved gathering feedback from stakeholders, building the webhook handler, creating Zapier workflows, preparing for deployment, and testing before release. Since its implementation, the bot has allowed Deepgram to support more than 200 customers without significantly expanding headcount, resulting in faster response times and improved operational efficiency.