Case studies

Operational Excellence

Transformed scattered work into visible progress through intentional process design

Scaling LLM Support

Led the shift from rigid NLU to LLM multi-agent design, built to understand real language, not just predict it.

How manual lookups, disconnected systems, and poor handoffs turned a simple support issue into 24 minutes of total customer frustration.

Manual vs AI orchestration

I evaluated three RAG pipeline configurations on a small, focused SaaS help center and found that a simple setup with smaller, non-overlapping chunks outperforms more complex, multi-query approaches in both precision and speed.

RAG and Support Articles