Embedding AI into developer software
Driven by its mission to remove tedious tasks from developers’ workflows, JetBrains incorporated OpenAI’s API into its AI Assistant product. [JetBrains(opens in a new window)](https://www.jetbrains.com/) creates intelligent software development tools used by more than 15 million engineers around the world. Its product suite includes popular Integrated Development Environments (IDEs), such as PyCharm, IntelliJ IDEA, as well as the Kotlin programming language.
- Agent or tool
- OpenAI
- Topic
- Customer Support
- Reported on
- Case study (OpenAI)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 387 by interest), and one of 25 involving OpenAI.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into OpenAI or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was OpenAI.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (OpenAI): https://openai.com/index/jetbrains. Our summary is a paraphrase; details are in the source.
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