Pegah Taheri
Waypoint AI
Automate Escalations from Intake to Resolution
Help!! Can't Upload my files
Understanding the problem
80% of engineering time was spent triaging low-quality support tickets.
Customer-reported issues were often incomplete, duplicated, or unrelated to engineering. This led to:​
​
-
Escalation reports were inconsistent and manually generated
-
Valuable timeline events were lost or undocumented across systems
-
Postmortems lacked structure and repeatable insight
Solution and Outcome
A platform that automates escalation workflows and postmortems across Zendesk, Jira, and Slack.
​
-
One-click escalation from support tickets
-
Real-time creation and updates of escalation reports
-
Timeline tracking of customer touch-points, internal handoffs, and time spent in each phase
-
AI-powered postmortems that extract insights, tag root causes, and auto-fill templates
About
Waypoint AI is a Silicon Valley startup helping engineering and support teams resolve issues faster using AI. The product integrates directly into Zendesk and Jira via a plugin, automating debugging, identifying root causes, and flagging duplicate or irrelevant tickets — reducing downtime and unnecessary escalations.
Explore More Projects
YEGO
Increasing Retention and Improving Safety
Collaborated with the product and engineering teams to streamline the UX for reporting safety, ride performance, and billing issues. Focused on reducing cognitive load by mapping user pain points, introducing clear visual hierarchy, and limiting interaction steps.
Business Impact:
-
85% of users successfully submitted issues within the first weeks of launch
-
70% felt their concerns were clearly acknowledged.
