Josh Wolff

Contextual AI Support for Riders

Built and launched a conversational AI agent that replaced static, template-based support replies with generated, context-aware responses. Designed stateful multi-turn flows, dynamic intent mapping, and deterministic behavior tracking to keep LLM outputs controlled and explainable. Achieved over 90% accuracy, an 85% automation rate against a 70% target, and six-figure annualized cost savings.

Redesigning the Support Entry Experience

Led backend integration for a redesigned help experience that reduced the path to conversational support from six clicks to one. Built orchestration logic to route increased inflow across intents and services while maintaining reliability and latency. Result: 8% increase in support inflows (fewer silent sufferers), 18% lift in automation, and a 2.5% drop in agent contact rate.

Multi-Language Business Customer Support

Led a business-support AI agent from concept through global rollout, designing multi-turn flows, agent handoff, and structured content integration. Expanded coverage to Spanish and Portuguese for Latin America. Delivered a 37% increase in customer satisfaction and handed off long-term ownership to the dedicated business support team.

GenAI-Powered Email Triage

Designed a GenAI system to classify and deflect misrouted support emails, translating a vague cost-reduction ask into a concrete triage-and-response architecture. Drove seven-figure annualized savings and established a reusable framework for AI-driven email triage across other domains.

Platform Testing & Reliability Standards

Built the first unit testing framework for the conversational AI platform's executor layer, achieving 100% coverage across 50+ components. Authored testing guides, stability runbooks, and operational dashboards adopted across teams. Led multiple incident post-mortems and drove cross-team alignment on deploy safety and observability standards.

BonBonCode

AI coding tutor that serves real, progressively challenging exercises and evaluates solutions interactively. Designed to replace passive tutorials with hands-on practice — live and free to try.

BlockchainAPI

Developer infrastructure for blockchain and NFT data. Scaled to $8K/mo revenue and 300+ paying customers across 55 countries. Built real-time NFT tracking that decodes on-chain events for 500K+ NFTs — still in production today, maintained for Bonk following their acquisition of Exchange.art.

Spontit

Push notification API for developers, evolved over four years from a consumer events app. Built the full stack — iOS, web, OAuth, AWS infrastructure — hired and managed a team of three, and grew to ~100 daily active developers sending notifications through the platform.

MyTarotAI

AI-powered consumer product generating 50K+ monthly organic search clicks and serving paying users across 13 countries. Built the full pipeline: content generation, payment integration, and an SEO strategy that drives consistent inbound traffic without paid ads.

AIx API

One of the first publicly available APIs and playgrounds for large language models — built on GPT-J-6B before GPT-3 access was widely available and months before ChatGPT launched. Attracted paying users and validated early demand for LLM-as-a-service.