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

Vercel integrated an AI-powered agent into its customer support workflow, resulting in a 31% reduction in human-handled tickets and a 42% reduction in first response time.

• The agent, built with a large language model and a multi-source knowledge base, handles a range of queries and can escalate to human support when needed.
• Vercel used an iterative rollout with A/B testing and internal testing before full deployment.