The Redirect Is the Product: Architecting a URL Shortener for Global Scale
A URL shortener seems almost too simple to deserve a detailed architecture discussion.You take a long URL like this:https://example.com/blog/how-to-de...
System Design
Everything filed under System Design.
A Termbase Overlay: The Oldest Brand-Voice Guardrail That Still Works
Or: why a 200-row lookup table beats your guardrail framework.Back in 2019 I was smoke-testing a support-automation stack I'd just wired up. Customer...
Rule-Based Triage Is Having a Quiet Comeback
Or: why I'd still classify support tickets with if-statements before letting an LLM near them.Part 3 of 3 in the Pre-LLM Patterns series. See the seri...
Your Help Scout Agents Shouldn't Need to Open Three Other Tabs
Move the context to the ticket, not the agent to the tabs.Part 1 of 3 in the Pre-LLM Patterns series. See the series intro for the through-line.A few...
Three Pre-LLM Patterns I Keep Rebuilding in the LLM Era
A mini-series on support automation that predates LLMs and now matters more because of them.In 2019 I built a support-automation stack for a client ru...