“Bas do minute ka kaam hai”: I built VOX so 24 support tickets stop keeping me up
This is a submission for the Hacktoberfest Open-Source AI Challenge Week 3: Slow and Steady . It's 11:52 on a Sunday night. The laptop is closed. Then the phone lights up. Locked out after enabling SSO. "We enabled SSO this morning and the entire team is now locked out. Our launch starts in two hours." Then another. Production deploy fails with exit code 137. "Customers cannot access the new…
A reporter documents the challenges faced by a support representative who is overwhelmed with 24 tickets and various issues, including a production service returning 500 errors, database connection pool exhaustion, and duplicate invoice line items. Despite the hours spent sorting tickets, finding playbooks, and drafting replies, the representative still receives little recognition.
To alleviate this, they created VOX, an AI system that takes the queue, prioritizes tasks, finds relevant information, and drafts replies, leaving the representative to only approve plans and make two decisions. VOX automatically tags urgent tickets, prepares replies, and ensures that provider requests are not duplicated. After testing VOX, the reporter finds that the tedious part of their job is significantly reduced, and the system ensures that no provider request runs twice.
Written by urgent.news from Dev.to's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.