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

This post details Vercel's internal implementation of an AI agent for customer support. Key technical contributions include: the use of an AI-powered agent leveraging a Large Language Model (LLM) and a multi-source knowledge base (website content, documentation, Next.js examples, help articles); integration with existing support workflows, replacing the support form with an open-ended question; the ability for the AI to engage in follow-up questions and smoothly transition to human support by pre-filling a support form; and the use of Edge Middleware for A/B testing the AI implementation, resulting in a 16% reduction in support tickets during the test period.