bscale labs

founding ai engineer · mar 2026 – now

a concierge that answers a small business's customers on whatever app they wrote in from.

bscale builds for small businesses that run out of their message inbox. as the founding ai engineer i built the concierge: an agent that answers customers across facebook, instagram, and sms for more than 20 businesses, and hands the conversation to a person the moment it should.

typescript · node.js · postgres · llm agents

problem: a small business gets the same twenty questions all day: hours, prices, availability, directions. answering them by hand eats the owner's day, and answering slowly loses the booking to whoever replied first.
one inbox: messages from every channel land in one conversation with the customer's history attached, so the agent answers in context whether someone started on instagram and finished over sms.
grounded answers: each business has its own knowledge: menus, price lists, policies. the agent answers only from that and says so when it doesn't know, instead of guessing. a reply it isn't sure of waits for a human.
booking: the booking assistant checks real availability, offers slots, and confirms in the same thread. it cut handling time on bookings by 45%.
what i'd keep: the handoff rule. if the agent isn't sure, a person sees the message first. it's the reason owners let it answer at all.

updated oct 2026next