Transforming customer support with AI: How Vercel decreased tickets by 31%

What this post added

This post details the integration of an AI-powered agent into Vercel's customer support workflow, reducing human-handled tickets by 31% through a comprehensive knowledge base and iterative rollout strategy. The agent handles a wide range of customer queries, transitions to human support when necessary, and provides valuable feedback for documentation and product improvements. The implementation involved A/B testing with Edge Middleware and a focus on customer experience and brand integrity.