Testing Video Replies in Customer Support Agents
Proud-Marsupial-6696 · reddit · 2026-07-09
The author added a "video reply" capability to a support agent handling a customer service scenario of about 2,000 paying customers. LangGraph manages the orchestration, Claude decides whether a video is needed and generates the script, PixVerse API generates the video, and Intercom handles the delivery.
Blind A/B testing showed that the group receiving videos had higher satisfaction rates and fewer follow-up questions, with a cost of about $0.18 per video. The author noted two issues: generation takes 45–60 seconds, making it unsuitable for real-time support, and the model sometimes over-explains simple questions. Consequently, common solutions are now being pre-generated.
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