{
  "apiVersion": "v1",
  "passage": {
    "id": "vercel-support-agent-handles-93-percent-content-agent-96-2026",
    "text": "we now have automated, actually, a decent number of core functions within the company. For example, our customer support agent, and you can imagine at Vercel, a lot of our cases are complicated and highly technical, now handles 93% of total caseload. Similarly, our content agent is used heavily by the marketing organization and did 96% of our major content updates last quarter.",
    "context": "Opening a SaaStr AI Annual 2026 talk, Vercel's COO lists functions the company says it has automated after ten months of building agents.",
    "speaker": "Jeanne DeWitt Grosser",
    "speakerId": "jeanne-dewitt-grosser",
    "speakerUrl": "https://the-ai-record.com/people/jeanne-dewitt-grosser",
    "speakerLevel": "executive",
    "role": "Chief Operating Officer, Vercel",
    "voice": "person",
    "organization": "Vercel",
    "organizationId": "vercel",
    "organizationUrl": "https://the-ai-record.com/organizations/vercel",
    "aiVendor": true,
    "work": {
      "title": "Going from 10 to 1 SDRs. How We Deployed AI Across our Sales Org with Vercel's COO",
      "type": "talk",
      "date": "2026-11-04",
      "publisher": "SaaStr AI (YouTube); talk at SaaStr AI Annual 2026",
      "locator": "00:54",
      "url": "https://www.youtube.com/watch?v=wXHLbr4W-8s"
    },
    "grade": "B",
    "gradeMeaning": "The organization's own post, paper or talk.",
    "verification": {
      "status": "reported",
      "meaning": "Not yet confirmed against the source by an independent second reader."
    },
    "topics": [
      "ai-support-resolution",
      "ai-across-the-company"
    ],
    "functions": [
      "support",
      "sales-marketing"
    ],
    "figures": [
      {
        "metric": "support-agent-caseload-share",
        "value": 0.93,
        "unit": "share",
        "period": "as of the talk, 2026",
        "definition": "share of total support caseload the customer support agent 'handles', as the speaker puts it; 'handles' is not defined further",
        "level": "unclear"
      },
      {
        "metric": "content-agent-major-updates-share",
        "value": 0.96,
        "unit": "share",
        "period": "last quarter, as spoken",
        "definition": "share of the marketing organization's major content updates the content agent 'did'",
        "level": "unclear"
      }
    ],
    "url": "https://the-ai-record.com/passages/vercel-support-agent-handles-93-percent-content-agent-96-2026",
    "json": "https://the-ai-record.com/api/v1/passages/vercel-support-agent-handles-93-percent-content-agent-96-2026.json"
  },
  "notice": [
    "Every passage is reproduced word for word from the cited source.",
    "Check the verification status: \"reported\" means not yet confirmed by an independent second reader.",
    "Organizations flagged aiVendor sell AI tools or services and have a reason to publish flattering numbers.",
    "An empty result means the archive holds nothing on it, not that nobody has said anything."
  ]
}