Story · Matt Lawler (AssemblyAI)
We Built an AI Support Agent That Resolves 80% of Tickets (Matt Lawler (AssemblyAI))
talk · Story page
AssemblyAI swapped a bot that resolved 10% of conversations for Joey, which the team reports resolves 80% end to end for about $700 a month. It's the Claude Agent SDK over docs checked out as local Markdown, plus embeddings and one large CLAUDE.md.
In plain words
- AssemblyAI replaced its old automated customer support helper with a new one called Joey.
- Joey searches saved help documents for information relevant to customers' questions.
- The team demonstrated Joey listening and speaking during a live conversation.
- AssemblyAI says Joey handles 80% of customer conversations without human help for about $700 a month.
Appeared in
- VS Code rebuilt its release process around agents and now ships weekly
Oct 05, 2026 · in the sections
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