I'm Asif. I build support systems that hold — Zendesk, CX, and the AI layer on top. I write about how they break and how to fix them.
Currently leading Adommo, an independent consultancy focused on complex customer experience engineering and deterministic AI workflows.
When an enterprise support bot stalls out, engineering leadership reflexively blames prompt quality. In reality, the defect is almost always an unanchored state machine.
How pruning conversational deflectors and batching state handoffs between frontend websockets and Zendesk halved backend resource consumption.
A retrospective on stripping away conversational deflectors to build direct, stateful handoffs between customer support agents and backend services.