All Redpoint Posts

An AI customer care system was stuck well below its performance target. Usage analysis revealed the real problem wasn’t the AI — it was a choke point upstream preventing calls from ever reaching the resolution paths.

O’Reilly had a massive expert content library, but users needed quick answers in the flow of work — not reading sessions. AI transformed the access model entirely, turning static content into dynamic, on-demand, multi-source research.

Charter Communications needed an AI voice routing system to hit 95% accuracy in 100 days — starting with almost no training data. Smart dialogue design let the system bootstrap its own intelligence while live, ultimately compressing routing time from 30 seconds to under 10.

AWS shipped new services fast but each team built its own UI, creating fragmentation across dozens of products. A new design system and 30+ redesigns turned the console into an orchestrated developer experience that scaled from 45 to over 200 services.

Alexa skills growth had plateaued under a developer-only strategy. A no-code creation tool put personalization in the hands of consumers and drove a 2000% increase in active skills.