01
Conversation Routing
The pipeline between a user's question and a useful answer was re-engineered around peak load:
- Queue behavior profiled under traffic
- Routing tuned per problem category
- Wait-time outliers eliminated
Case Study · SupportTech
Howly:answers, 24/7.
An online AI assistant that helps people solve everyday problems around the clock — from payment settings in a streaming service to a taxi app that refuses to book. We rebuilt the routing behind it, and average response time dropped by more than half.
Senior-Only EngineersOnboard in 1–3 WeeksYou Own All IP & Code
Apex in numbers
Results snapshot
−55%
Average response time
24/7
Assistant availability
4
Core technologies
95%
Sprint predictability
About the project
What Howly is.
Howly is a platform that connects people with an AI assistant available 24/7. Users bring everyday problems — a payment method that will not change, an app that will not cooperate, a service that stopped working — and the assistant walks them to a resolution in a live conversation.
A product like this lives or dies by one metric: how fast a helpful answer arrives. Growth had made that metric volatile. Response times swung with traffic, conversation routing was uneven across problem categories, and assistant workflows changed faster than the release process could safely handle. Our job was to make speed a property of the system, not of a quiet day.
What we did
The work behind the result.
02
Escalation Logic
Conversations that stall get an explicit path forward instead of a dead end:
- Clear rules for handoffs
- Priority lanes for stuck requests
- Fewer dropped conversations
03
Release Guardrails
Assistant workflows became safe to change on a weekly cadence:
- Guardrails around workflow changes
- Regression checks on core flows
- Stable releases during peaks
Project gallery
Inside the product.
A look at the assistant platform our team optimized — tap any frame to view it fullscreen.
Technology
The stack that shipped it.
A React front end on a Node.js core, with Redis carrying the conversation queues and Stripe handling payments — a classic real-time stack, tuned hard.
ReactNode.jsRedisStripe
When you need it
Built for moments like these.
If any of these sound familiar, a short discovery call is usually enough to scope the team, the plan and the first milestone.
- Reduced average response time by 55%
- Kept the assistant consistent through high-traffic periods
- Made routing quality uniform across problem categories
- Turned assistant workflow changes into safe weekly releases
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