quality_assurance · saas · workflow
How Mercado Libre's accessibility team uses AI to scale support, ticket enrichment, and review workflows
Mercado Libre's accessibility team needed to scale support for hundreds of designers and developers across questions, reviews, and continuous improvements without proportional growth in team size.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · A11Y assistant triggered in support channel
The A11Y assistant activates when mentioned in the support channel.
Tools used
large language model (LLM)RAGAxeJira · partnerGitHub · partnerFuryFigma
Outcome
Multiple AI initiatives were launched to automate responses, enrich accessibility tickets with context, and assist design handoffs and ticket reviews, enabling the team to scale impact and reduce manual effort.
Results
Time savedreduce manual review time
Grounding & classification
Source type: technical build writeup
33 fields verified against source quotes, 1 dropped as unverifiable.
agentic workflowai agentcomputer visiondocument aiknowledge searchragsummarizationknowledge basesupport ticketnamed customerproduction runtime claimedtools describedsoftwareemployee productivitytime savedtechnical build writeupback office opsquality assuranceticket triageextract classify routehuman review queuerag answering