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

- Company: Vercel (vercel.com)
- Announced: 2024-09-03T13:00:00+00:00
- Category: not stated
- Coverage: not counted
- Announcement: no
- Group: routine
- Source: https://vercel.com/blog/transforming-customer-support-with-ai-how-vercel-decreased-tickets
- Record: https://forck.live/items/20953-transforming-customer-support-with-ai-how-vercel-decreased-tickets-by-31
- Subject: v0 / AI SDK / AI Gateway

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.

## Evidence

Verbatim from https://vercel.com/blog/transforming-customer-support-with-ai-how-vercel-decreased-tickets:

> Our AI agent reduced human-handled tickets by 31%, allowing us to maintain high support standards while serving a growing customer base.

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