Your Support Team Should Ship Code – Lisa Orr, Zapier
This talk details Zapier's initiative to empower their support team to ship code, addressing the constant challenge of "app erosion" caused by third-party API changes. By enabling support to fix bugs directly, Zapier aims to improve integration reliability and customer experience. The project, named Scout, evolved from initial experiments in enabling support for bug fixing and exploring AI-assisted code generation to a comprehensive agent-based system.
Code 2025 16 min