Why our chatbot plateaued at 34% resolution
When an enterprise support bot stalls out, engineering leadership reflexively blames prompt quality. In reality, the defect is almost always an unanchored state machine.
Writing
Long-form technical retrospectives on support systems, AI integration, and engineering craft. Published monthly.
The API redesign that cut usage 60%
How pruning conversational deflectors and batching state handoffs between frontend websockets and Zendesk halved backend resource consumption.
What three-way messaging actually solved
A retrospective on stripping away conversational deflectors to build direct, stateful handoffs between customer support agents and backend services.
Wiring context into a support bot
Deterministic context binding outperforms generic retrieval: how we eliminated context amnesia during complex billing disputes.
Deterministic state machines in LLM triage
Why prompt-based routing fails at enterprise scale and how state machines restore determinism.
Benchmarking ticket deduplication at 2M events/mo
An empirical look at hash collision handling and idempotency keys across distributed queue handoffs.