Nada Sadek · Senior Software Engineer
My work focuses on billing, payments and account access.
I help teams find risky AI support failures and build repeatable checks so important customer guidance stays correct after changes.
AI Support Reliability
The right approach depends on what your team can access.
01 · Public access
For a focused check of what the assistant tells customers.
I test critical support workflows against the documented source of truth and identify answers that are incorrect, incomplete or could lead customers to the wrong action.
You receive the tested scenarios, evidence, prioritized findings and recommended next steps.
02 · Managed platform
When the team uses Fin, Ada, Zendesk or another managed AI-support platform.
I turn critical support workflows into a reusable set of tests your team can run after knowledge, procedure or configuration changes.
You get a clear baseline, a repeatable way to rerun important scenarios and a process for spotting when a change breaks customer guidance that previously worked.
I set this up using the testing and evaluation tools already available in your platform.
03 · DEEPER SYSTEM ACCESS
When the team has internal system access.
I trace the failure through the system and identify where it first appears. I then build the checks, evaluation tooling or monitoring needed to make similar failures easier to detect and investigate.
Evaluation & regression
How critical support behaviour can be turned into repeatable regression coverage.
RAG investigation
A Quivr investigation into semantic drift and the first demonstrated failing stage.
I'm a senior software engineer based in Berlin with more than ten years of experience across SaaS, ad tech and gaming.
My background includes frontend architecture, backend integrations, support tooling and billing systems. I now apply this engineering experience to AI support reliability, especially where incorrect AI guidance could impact payments, access or account state.
Tell me about the support workflow and what your team has access to
I will reply with how I would approach it.
I also take selected senior software engineering contracts involving AI product systems, support tooling, billing and complex operational workflows.
Prefer email? nada@nadasadek.com