Matan Kushner

We've reached an all-time high of 87.6% autonomous resolution rate on @vercel support cases. Best part: people truly love it. Even when the AI can't help, the overall UX is better (we auto-fill the ticket form). Last week I had my "CEO supports day". It's now clear to me that: 1️⃣ Every single legitimate support case will be automated by AI. As in: the customer needs guidance. 2️⃣ The remainder of tickets will be triaged and prioritized by our AI PM for coding agents to work on As far as 1️⃣ goes, as we continue to fine tune our agent, evals, models, and data sources, we are confident we can achieve near 100% resolution. Because we built and deployed our support agent on @vercel, we have full control over its destiny (screenshot below). The issue is that customers sometimes reach out to report complex product issues or even defects. As in: the product itself needs improvement! The only way to help that customer is to fix our stuff 😄 This is how the era of autonomous software improvement begins. A customer reporting a problem needs to ultimately result in code changes. For most companies, this flywheel doesn't exist. Support teams get overwhelmed, root causes don't get identified, documentation doesn't improve, incidents don't get filed. In this future, every single time you reach out to us, you'll be very directly contributing to our platform getting better.

We're rolling out a new support agent at @vercel. Not only does it solve the vast majority of our tickets, but people love it 💟. 💬"The AI support agent was the first truly useful agent I’ve experienced" 💬"This AI powered support agent Vercel has implemented is incredibly impressive" We've been noticing people asking the agent how it was built 😄. We'll be sharing how we built it, but importantly, why we built vs bought. h/t @vishalyathish @matchai