How Agoda is evolving engineering support with AI agents

This post details the evolution of Agoda's engineering support system, introducing OpsBot AI and domain agents. OpsBot AI enhances the existing OpsBot by using LLMs to interpret natural language requests and gather context, reducing the need for manual form completion. Domain agents are integrated to perform automated investigations using approved tools and skills, guided by the Agents Platform. The post also introduces Agent Eval for evaluating agent changes and preventing regressions. Early success metrics from BI Product are provided, showing increased participation and reduced supporter time. Key lessons learned include turning tribal knowledge into shared knowledge, the importance of skills guiding agents, and investing in error analysis. The post describes the technical implementation of these AI agents within the existing support workflow.