Loop & Thread (DTC apparel) · Freelance AI Workflow Consultant · Mar to Apr 2025
Designed the prompt architecture for AI support replies and cut handle time by 41%
Built a retrieval-backed prompt system that drafts on-brand support replies for a four-person CX team.
The challenge
Loop & Thread's CX team was buried during launches. Canned macros sounded robotic and refund questions were inconsistent.
What I did
- Audited 1,200 tickets and grouped them into 14 intents
- Wrote a layered prompt: brand voice, policy rules, then intent-specific instructions
- Built a 60-ticket evaluation set and scored drafts for accuracy and tone before every change
- Trained the CX team on editing drafts instead of writing from scratch
Who I worked with
Worked directly with the founder and CX lead.
What I learned
An evaluation set mattered more than any single prompt tweak; it made every change measurable.
Proof
“Jordan took us from losing money on every ad to our most profitable quarter, then built the support system that kept up with the growth. I'd hire Jordan again tomorrow.”
Sam Okafor · Founder, Loop & Thread✓ VerifiedPrompt architectureLLM evaluationClaude and OpenAI APIsCustomer experience