{"id":3807,"date":"2026-04-29T07:36:47","date_gmt":"2026-04-29T07:36:47","guid":{"rendered":"https:\/\/www.infobip.com\/developers\/?p=3807"},"modified":"2026-04-29T07:56:34","modified_gmt":"2026-04-29T07:56:34","slug":"ai-developer-support-automation-claude-mcp","status":"publish","type":"post","link":"https:\/\/www.infobip.com\/developers\/blog\/ai-developer-support-automation-claude-mcp","title":{"rendered":"Claude in the Loop: How to Automate Developer Support\u00a0With Claude and MCP"},"content":{"rendered":"\n<p>It usually starts the same way: a ticket lands, logs are opened, and someone with just enough context begins retracing a path that has likely been walked dozens of times before. Developer support, for all its complexity, is still mostly a repetitive task.\u00a0At Infobip DevDays, two engineers showed how a Claude-based AI system using MCP can resolve tickets automatically in seconds.<\/p>\n\n\n\n<p>The\u00a0lecture\u00a0<strong>\u201cClaude in the Loop: Automating Developer Support Workflows\u201d<\/strong>\u00a0at\u00a0DevDays\u00a0was a direct answer to the ticket issues engineers are facing today. Taking place at the Alpha Centauri Campus in Zagreb, Croatia,\u00a0DevDays\u00a0is Infobip\u2019s own developer conference where\u00a0new ideas\u00a0are shared with over 1000\u00a0engineers and visitors.\u00a0\u00a0<br>\u00a0<br><a href=\"https:\/\/www.linkedin.com\/in\/luciano-peranni-05a981160\/\" target=\"_blank\" rel=\"noreferrer noopener\">Luciano Peranni<\/a>\u00a0and\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/frane-jelavi%C4%87-92551660\/\" target=\"_blank\" rel=\"noreferrer noopener\">Frane Jelavi\u0107,\u00a0<\/a>the\u00a0engineers behind the\u00a0system,\u00a0<strong>explained how they set up this process, aimed at helping developers. <\/strong><\/p>\n\n\n\n<p>Before introducing any model into the loop, they documented how troubleshooting\u00a0actually works\u00a0right now, in practice.\u00a0\u00a0<\/p>\n\n\n\n<p>This meant breaking down several real support cases into concrete steps. These include straightforward moves such as understanding the ticket, fetching configuration,\u00a0validating\u00a0data, inspecting logs, and correlating changes.\u00a0What\u00a0was created\u00a0was a map of knowledge; the kind that lives in your head and <strong>disappears<\/strong> when you leave work.\u00a0\u00a0<\/p>\n\n\n\n<p>A simple \u201cworking hours\u201d issue illustrated this point. On paper,\u00a0it\u2019s\u00a0a basic configuration check but in reality, it requires you to <strong>know how data moves between multiple systems.<\/strong> This kind of knowledge is tough to scale without some form of structure, but it&#8217;s very easy to automate once you set everything up.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"960\" height=\"640\" src=\"https:\/\/www.infobip.com\/developers\/wp-content\/uploads\/2026\/04\/404-INFOBIP-DEV_DAYS-D1-PERO-483.jpg\" alt=\"\" class=\"wp-image-3821\" srcset=\"https:\/\/www.infobip.com\/developers\/wp-content\/uploads\/2026\/04\/404-INFOBIP-DEV_DAYS-D1-PERO-483.jpg 960w, https:\/\/www.infobip.com\/developers\/wp-content\/uploads\/2026\/04\/404-INFOBIP-DEV_DAYS-D1-PERO-483-300x200.jpg 300w, https:\/\/www.infobip.com\/developers\/wp-content\/uploads\/2026\/04\/404-INFOBIP-DEV_DAYS-D1-PERO-483-768x512.jpg 768w\" sizes=\"auto, (max-width: 960px) 100vw, 960px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Don\u2019t&nbsp;Go Around Automating Everything<\/strong>&nbsp;<\/h2>\n\n\n\n<p>The key design decision was to split the problem instead of going all-out on automation. Deterministic steps,\u00a0database queries, log\u00a0retrieval\u00a0and\u00a0system calls\u00a0remain\u00a0in the domain of traditional services. The AI model, in this case Claude, is then as a reasoning layer. This is the part that understands context and then selects the right part, basically connecting the dots.<br>\u00a0<br>To make this safe and usable,<strong>\u00a0Luciano\u00a0and Frane\u2019s\u00a0team built a Model Context Protocol (MCP) layer.<\/strong> Instead of exposing raw infrastructure, MCP provides a set of actions the model can invoke: fetch configuration, read conversations, inspect\u00a0logs,\u00a0and\u00a0identify\u00a0changes. This\u00a0layer of abstraction\u00a0enforces boundaries, simplifies integrations, and makes the system accessible even to non-engineers.\u00a0<br>\u00a0<br>The system first parses the ticket, then classifies it and delegates it to a specialized agent, and lastly starts gathering evidence. To make sure everything is right, the model then checks configurations, scans logs, and correlates events. The difference is mainly speed, but also consistency. What might take minutes,\u00a0or longer during an on-call shift,\u00a0can be resolved in <strong>seconds<\/strong> and engineers are left with a structured report explaining what happened. <br>\u00a0<br>In one case, the system\u00a0identified\u00a0that a configuration change happened just one minute after a conversation was created. That detail\u00a0both\u00a0explained the issue\u00a0and\u00a0answered the\u00a0question of who made the change before it was asked.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"960\" height=\"640\" src=\"https:\/\/www.infobip.com\/developers\/wp-content\/uploads\/2026\/04\/404-INFOBIP-DEV_DAYS-D1-PERO-506.jpg\" alt=\"\" class=\"wp-image-3820\" srcset=\"https:\/\/www.infobip.com\/developers\/wp-content\/uploads\/2026\/04\/404-INFOBIP-DEV_DAYS-D1-PERO-506.jpg 960w, https:\/\/www.infobip.com\/developers\/wp-content\/uploads\/2026\/04\/404-INFOBIP-DEV_DAYS-D1-PERO-506-300x200.jpg 300w, https:\/\/www.infobip.com\/developers\/wp-content\/uploads\/2026\/04\/404-INFOBIP-DEV_DAYS-D1-PERO-506-768x512.jpg 768w\" sizes=\"auto, (max-width: 960px) 100vw, 960px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Catch it Before&nbsp;The&nbsp;Alert Fires<\/strong>&nbsp;<\/h2>\n\n\n\n<p>The same pattern extends into observability. Alerts, especially noisy ones with a lot of information, are\u00a0perfect candidates\u00a0for automation.\u00a0\u00a0<\/p>\n\n\n\n<p>Instead of waking someone up in the middle of the night to manually triage a spike in errors, the system will pars the alert and find out the context, making a decision on its own. <br>\u00a0<br>What makes this interesting is\u00a0the judgement.\u00a0In one example, the system concluded that an alert was a false positive caused by zero traffic during off-hours. This resulted in a quiet resolution of the issue with no need for more work. <br>\u00a0<br>The bigger shift, however, is moving from reactive to proactive. By continuously scanning logs and patterns, the system can detect issues before they trigger alerts. In practice, this means\u00a0identifying\u00a0anomalies\u00a0(like message loss)\u00a0before they\u00a0impact\u00a0users or breach thresholds.\u00a0It\u2019s\u00a0a subtle shift, from firefighting to prevention.\u00a0<br>\u00a0<br>The architecture supports this evolution. It starts small, with clearly defined use cases, and grows by adding specialized agents. Each new scenario\u00a0gets the same treatment: map it, structure it, hand it off. Over time, the system becomes a shared layer of intelligence across the team.\u00a0<br>\u00a0<br>The result\u00a0is a different distribution of knowledge, with faster support being there almost as a side effect. Instead of being concentrated\u00a0in\u00a0a few individuals,\u00a0expertise\u00a0becomes embedded in workflows. Onboarding gets easier, support becomes more scalable, and engineers\u00a0get their time back.\u00a0\u00a0<\/p>\n\n\n\n<p>Luciano and Frane&nbsp;concluded:&nbsp;\u201cClaude in the Loop\u201d&nbsp;doesn\u2019t&nbsp;replace developers, it just r<strong>emoves the parts of their jobs that they should not be doing in the first place.<\/strong>&nbsp;What\u2019s&nbsp;left is a cleaner, more focused engineering experience, where humans and AI&nbsp;operate&nbsp;in a loop that&nbsp;actually makes&nbsp;sense.&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It usually starts the same way: a ticket lands, [&hellip;]<\/p>\n","protected":false},"author":84,"featured_media":3812,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_import_markdown_pro_load_document_selector":0,"_import_markdown_pro_submit_text_textarea":"","footnotes":""},"categories":[28],"tags":[267,309],"coauthors":[321],"class_list":["post-3807","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-post","tag-ai","tag-mcp-servers"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to automate developer support with Claude and MCP<\/title>\n<meta name=\"description\" content=\"Luciano Peranni and Frane Jelavi\u0107 built an AI support system using Claude and MCP that resolves tickets in seconds, and here&#039;s how it works.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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