AI is approving our pull requests: Here’s how we made it safe

Intercom has integrated AI into its code review process to enhance both speed and safety in software deployment. By utilizing an AI-driven Agent to review pull requests (PRs), the company has managed to halve its R&D organization's productivity in just nine months and reduce downtime from breaking code changes by 35%, even as deployments doubled. The AI Agent breaks down the review process into specialized tasks, offering a level of scrutiny comparable to multiple expert engineers reviewing a PR simultaneously. This approach has resulted in a significantly lower revert rate for AI-approved code compared to human-approved code, challenging the notion that human review is inherently safer. The AI system is designed to be auditable and compliant with various standards, and engineers remain accountable for changes post-merge. Intercom's experience suggests that AI can uphold and even exceed the safety standards of traditional human-driven processes, while also addressing the bottleneck of human review in the face of increasing AI-generated code.

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