Agentic AI in Customer Support: Building a Multi-Agent Support System at Bitmovin
What happens when a support engineer ships a production AI system? At Bitmovin, a Senior Support Engineer built a fully operational multi-agent AI support system that now triages incoming customer tickets, searches documentation, diagnoses technical issues, and resolves many of them automatically, before a human ever gets involved. This post walks through the architecture behind the system, the agent design decisions, the lessons learned and what the system looks like in production today.