Customer support
How Agoda is evolving engineering support with AI agents
Our short summary of Agoda’s engineering write-up. The full story, with all the detail, is on their blog.
Read the full write-up on medium.com (opens in a new tab)Problem
Engineers struggled to collect needed details and route support requests when issues were described in free text.
Solution
Created OpsBot AI, an LLM‑powered Slack bot that reads engineers' problem descriptions, extracts relevant context, fills request forms, and routes tickets to the right team.
Want the architecture, code and numbers? They’re in the original post.
Read the full write-up on medium.com (opens in a new tab)
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