{
  "id": 18679535,
  "title": "I Built a Support-to-Engineering Pipeline with 3 AI Agents and 2 Human Approvals on Switch",
  "url": "https://urgent.news/2026/11/07/i-built-a-support-to-engineering-pipeline-with-3-ai-agents-and-2",
  "topic": "ai",
  "section": "AI",
  "published": "2026-11-07T09:20:14.000Z",
  "source": {
    "name": "Dev.to",
    "slug": "dev-to",
    "url": "https://dev.to/shiva_preetham/i-built-a-support-to-engineering-pipeline-with-3-ai-agents-and-2-human-approvals-on-switch-4hk0"
  },
  "original_language": "en",
  "account": "Flip the Switch Hackathon led to the creation of Support-to-Ship Bridge, which connects two teams using three AI agents and two human approvals. This pipeline automates the process of resolving customer support tickets by having the AI agents reproduce the issue, fix it, and obtain approval from the engineering team. The two human approvals involve merging the fix into the codebase and sending a refund to the customer. All steps are completed within the chat application, using Switch infrastructure that integrates AI agents into existing team chat platforms like Slack, Teams, Discord, Telegram, or Mattermost. The system is open-source and can be set up locally without requiring Slack admin rights.",
  "summary": "Every software company loses days at the same hand-off. A customer writes \"I think I was overcharged.\" Support can't tell if it's a bug, so they paste it into an engineering channel. Engineering asks for the order details again, someone eventually reproduces it, fixes it, gets it reviewed and merges it, and nobody tells support, so the customer never hears back. The work takes minutes. The…",
  "key_points": [
    "Support-to-Ship Bridge connects support and engineering teams",
    "AI agents automate ticket resolution process",
    "Two human approvals: codebase merge and refund"
  ],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}