Perforce × SerenityGPT
AI that powers self-service, halves ticket time, and gives Sales the full story.
Primary use cases
Teams
Overview
Perforce has a broad portfolio of developer tools, each with its own documentation, knowledge bases, and support processes. As the product footprint grew, so did the volume of questions from users, support engineers, and customer-facing teams.
Perforce partnered with SerenityGPT to turn scattered information into fast, reliable answers that work across products and internal systems.
"SerenityGPT provided a highly configurable product that fits our use cases like a custom build. We can easily manage and extend the system ourselves."
Savinder Chauhan
VP of Support and Knowledge Services, Perforce
The challenge
Growing product lines and separate systems made it hard for users and teams to find clear, consistent answers.
Self-service friction
Traditional search forced users to guess keywords and jump across docs, KBs, and community content.
Heavy support research
Support engineers spent significant time searching tickets, docs, KB articles, and Jira, especially during ramp-up.
Fragmented account view
Revenue teams had to piece together context from CRM, ticketing, and other tools to understand customer health and risk.
What SerenityGPT does for Perforce
Boosting self-service with AI chatbots
Users had to guess the right search keywords.
Results were often noisy or irrelevant.
Critical information lived in multiple places like documentation manuals, knowledge bases, Jira tickets, Confluence, and community content with no unified way to search across everything.
Perforce converted the search box for more than twenty brands into SerenityGPT-powered chatbots. One public example is the help experience at help.puppet.com.
Users can ask questions in natural language instead of trying keywords, get answers synthesized across documentation, KB articles, and other content, and see responses tailored to the product and version they are actually using.
SerenityGPT is also embedded directly into products, so users can open a chat and get context and version specific help without leaving the UI.
- Higher success rates for self-service troubleshooting.
- Fewer "I could not find this in the docs" tickets.
- A more consistent help experience across more than twenty Perforce brands.
Supercharging customer support
Support engineers manually searched through old tickets to see if the same issue had come up before.
They jumped between documentation sites, tickets, and knowledge bases to assemble context.
Significant time went into looking up error codes and basic definitions, especially for junior support engineers.
SerenityGPT sits alongside existing support tools and workflows and helps engineers find similar past tickets and how they were resolved, pull in relevant documentation, KB articles, and internal notes in one place, and look up error code definitions and standard explanations instantly.
It also drafts consistent, high quality responses that engineers can review and send. For many issues, research time has been cut roughly in half, especially for newer team members who do not yet know where everything lives.
- Research time reduced by about 90 percent for most tickets.
- Time to Resolution halved in many cases.
- More consistent, reusable answers to recurring questions.
- Senior engineers can focus more on true edge cases instead of routine lookups and definitions.
Giving sales and customer success a full view of the customer
Important context was locked away in the CRM, ticketing system, and other tools.
It was hard to quickly assess customer sentiment and risk.
Answering questions like "Which opportunities are coming up for renewal in the next quarter" or "Which deals are we losing to which competitors and why" often required building reports or asking other teams for help.
SerenityGPT connects to the CRM and ticketing platforms so revenue teams can ask natural language questions such as "Show me accounts renewing in the next 90 days with a high volume of recent support tickets", "Summarize the key risks and open issues for this account", or "Who are the top competitors we lost to this quarter and the most common reasons".
The system pulls from CRM records, support history, and other data sources, then returns an understandable summary instead of forcing users to navigate multiple tools and report builders.
- Faster prep for calls, QBRs, and renewals.
- Earlier visibility into at-risk accounts and sentiment shifts.
- A shared, up-to-date view of the customer across sales, success, and support teams.
Result
About Perforce
The best run DevOps teams in the world choose Perforce to remove bottlenecks to speed up and deliver app experiences that move the needle. With Perforce's suite of products built to develop and maintain high-stakes applications, companies can finally manage complexity with efficiency, achieve speed without compromise, and run their DevOps toolchains with full integrity. Perforce gives customers a DevOps Edge, from code to business-ready.
But at the heart of our success is the people. We are a global community of collaborative experts, problem solvers, and possibility seekers who believe in making work both challenging and fun. Join us and you'll work alongside the brightest in the business, driving innovation and growing in a career that's moving in one direction: upward!