Automating 90% of support tickets: How we built Vercel's support agent - Ship 26 NYC

This talk details the engineering effort behind Vercel's customer support agent, which achieves 91% autonomous ticket resolution. It covers the agent's loop: enrichment, research, and action, powered by the AI SDK. Key technical components include the AI Gateway for failover and model swapping, Vercel MCP for real-time data integration, and Upstash Search for the knowledge base. The agent was built rapidly by two engineers, demonstrating a cost-effective and highly efficient solution for customer support.