We Built an AI Support Agent That Resolves 80% of Tickets — AssemblyAI

This post details the creation and implementation of an AI support agent, Joey, built using the Claude Agent SDK. Joey achieves an 80% end-to-end ticket resolution rate, a significant improvement over previous solutions. The technical contributions include the agent's architecture, which utilizes local markdown documentation, embeddings for retrieval, and agentic file search. The deployment strategy on Railway enables rapid iteration with 30-second fix shipping. Furthermore, the integration of AssemblyAI's Voice Agent API to provide Joey with real-time voice interaction (speech-to-text, LLM processing, text-to-speech) via a single WebSocket is a key technical advancement. The talk also highlights the FDE model's scalability challenges and the strategy of using escalations as a roadmap for agent improvement.