Adswerve, Inc. Innovation & Technology Culture

Describe a project you’re especially eager to tackle in the new year.

We are launching Support+, an ambitious internal initiative designed to deliver a massive upgrade to our already renowned client support experience through applied machine learning.

Our support team challenged us to leverage our immense historical knowledge base — decades of client conversations and resolution strategies — and make that expertise available 24/7. To achieve this service upgrade, our development team is building and training a sophisticated suite of AI agents designed to provide instant, real-time responses to common queries.

This is more than just a tool; it's about augmenting the reach and efficiency of our human experts. The agents will serve as a constant, immediate resource for both clients and internal teams, ensuring our institutional expertise is always instantly available. This enhancement allows our human support team to operate with even greater confidence and focus, cementing our commitment to delivering the same personal, warm and elevated guidance our clients rely on. It’s an evolution, not a replacement, but it enables our clients and internal teams to have an immediate resource.

How does this project tie into larger company goals?

Support+ is directly aligned with our three strategic pillars, acting as the digital engine for our growth and client value.

Our expert status: We pride ourselves on being a solutions-driven partner. By training the AI on our expert knowledge, we’re guaranteeing our top-tier expertise is consistent and instantly available 24/7. It’s the ultimate client commitment.

Expanding our tech: We’re diving into complex new platforms. Support+ gives us the scalable support backbone we need to launch these sophisticated capabilities smoothly. If we expand our capabilities, our support needs to expand, too!

Building the future: This is a key investment in our AI-enabled services vision. We’re actively building the future of client service, which adds big value to our offerings and confirms we are a company that bets big on innovative tech.

The Tech Shafer’s Team Relies On to Build Support+

“The technical stack is centered on advanced AI and modern serverless architecture, designed to optimize developer velocity and scalability.

• “AI and Agent Development:
  • We utilize Google’s Gemini LLMs, maintaining flexibility to integrate other models as needed.
  • Agent construction relies on a powerful Agent Development Kit to build experts capable of complex, long-running reasoning tasks. This architecture allows AI agents to engage in contextual dialogues via the Model Context Protocol and directly interact with necessary systems using the OpenAPI standard, simplifying integration.”
• “Infrastructure and DevOps:
  • Our environment is anchored in Google Cloud Platform.
  • We leverage Google Cloud Run for hosting, which drastically reduces DevOps overhead by managing container orchestration, networking and load balancing, allowing engineers to focus on code.
  • Security is managed through Google Secrets Manager for user grants and Firebase Auth for robust authorization flows.
  • Our continuous integration/continuous development pipeline ensures rapid, secure deployment via the seamless integration of BitBucket and Google’s Workload Identity Federation.”

Describe a typical day for you. What work do you tackle and what tech do you use?

My day-to-day tasks range from building pipelines to analyzing datasets to developing machine learning models. We often collaborate with cross-functional teams, which makes us fluent in many verticals of jargon. Whether we are discussing solutions with CXOs, marketing, analytics or technical-savvy folks like ourselves, our ideas are translated seamlessly to provide the best understanding for our clients. Our tech stack includes SQL, Python, C#, Javascript, Terraform and everything GCP-related. 

We pride ourselves on being a highly agile team that is able to handle anything thrown our way, quickly adapting to new challenges and finding innovative solutions.

Describe a project you’re working on right now. What’s the impact of this project, and what do you find rewarding or challenging about it?

The latest model I am currently working on is a propensity-to-churn model. This model aims to predict which customers are likely to stop using a service within a specific timeframe. The impact of this project is significant — its aim is to allow the company to proactively address customer retention, ultimately improving customer satisfaction and increasing revenue by reducing churn rates. 

However, the project presents several challenges. One major issue is managing the imbalance of labels in the data, which must be consistently accounted for. Developing a robust automated pipeline is essential for scaling and monitoring the model. Ensuring model explainability is also crucial —it allows us to convey our insights to stakeholders in an understandable way. 

Data science is key to driving critical business decisions; it empowers the company to be at the top of its game and pioneers new growth for the company.

What’s the culture like on your team? Are there any rituals or practices that enable team members to grow their knowledge and connect with each other?

Our team is incredibly diverse culturally and cross-continental, which stimulates open-mindedness and brings forth a wide array of perspectives. This diversity helps us approach problems with a multifaceted lens, leading to more robust, creative solutions. We have regular knowledge-sharing sessions where team members present their recent work or new techniques they’ve learned, fostering a culture of continuous learning. Our team also organizes an annual boot camp to bring our fully remote team together where we can connect and strengthen our relationships both professionally and personally.