Show how Redis turns a generic service interaction into a real-time next-best-action decision that improves resolution, retention, and household growth.
Vertex Wireless is trying to stop generic save offers from wasting its highest-value service moments. The customer data already exists across CRM, billing, interaction history, and network telemetry. The problem is assembling all of it before the expert desktop renders, so the rep opens with the right fix instead of a script and a one-time credit.
This is built for customer care, CX, retention, and decisioning teams. The visible demo stays customer-safe. The script is where the presenter carries the detail, the stakes, and the ask.
The data is already there: CRM and billing platform, interaction history store, product catalog, feature lakehouse, network telemetry APIs, and Kafka streams for live call-center and app events. The issue is not whether the data exists. The issue is whether it can be assembled and acted on in <10 ms while the moment is still live.
That is what this demo shows. Nine stages, one primary decision moment centered on Maya Johnson, and a decisioning pipeline that turns scattered operational context into the winning action: Coverage fix bundle + loyalty save.
At the top are the systems of record and the live signal sources for Vertex Wireless. Nothing here is being ripped out or displaced.
The ingest layer has two jobs. RDI handles change data capture and operational sync from the core repositories. Redis FeatureForm handles the feature pipeline from the analytical and streaming systems into the unified context layer. Two tools, two roles, one unified ingest layer.
The unified context layer is the operational working set. Hot data and live session state stay in Redis RAM for sub-millisecond access. Larger history, embeddings, and warm operational context sit in Redis Flex. And the Redis Context Retriever sits below those stores, assembling the Member 360 — account state, interaction history, and product context — and exposing it as structured tools for the decision engine.
The decision engine is where rules, eligibility, ML ranking, vector search, and policy arbitration come together. The output channels are where the business sees the result. And the learning loop makes every accepted or rejected action improve the next one.
This is the architecture. Now let me show you what happens when the live customer moment actually starts.
Maya Johnson is the stand-in for the larger pattern. This is not one edge case. This is the repeatable decision moment Vertex Wireless needs to handle every day.
If the business waits too long or acts on partial context, it loses the moment. If it decides fast enough with full context, the same support session turns into a save-rate lift, lower handle time, and incremental household lifetime value.
We have one live moment to recognize Maya Johnson correctly and act before the old process falls back to something generic.
Vertex Wireless keeps its existing repositories, models, and applications. Redis is not the new system of record. Redis Iris is the context engine — the operational serving layer that makes the existing systems act together.
The source systems in this use case are: CRM and billing platform, interaction history store, product catalog, feature lakehouse, network telemetry APIs, and Kafka streams for live call-center and app events.
For a business audience, keep this short and emphasize lower implementation risk. For a technical audience, slow down on the separation of concerns: RDI for operational sync and change capture, Redis FeatureForm for train-serve parity and online feature delivery.
Redis does not replace the existing stack. RDI and Featureform make that stack operational in the live decision window.
The left panel is who the customer has been over time. The right panel is what is happening right now. The decision quality depends on both.
Redis Context Retriever assembles the Member 360 — account state, interaction history, and product context — so the decision engine has exactly the live context it needs.
The left side is durable context, the right side is the live trigger. The winning action is Coverage fix bundle + loyalty save because both sides appear together. The important point is that this is not just personalization. It is contextual intelligence. History without the live state is stale. Live state without the history is shallow. Redis is the layer that serves both together at request time.
A profile tells you who the customer is. Context tells you what the business should do next.
The point is not the specific feature names by themselves. The point is that the same features used to train the model are available online at the moment of decision with the same definitions.
Most teams can train a model. The hard part is serving the right features fast enough in production. Redis FeatureForm on Redis closes that gap and removes the drift between the notebook and the application.
These features are what allow the system to choose Coverage fix bundle + loyalty save instead of defaulting to One-time service credit or surfacing Device upgrade promo at the wrong time.
Your model is only as good as the features you can serve in milliseconds, not the features you can describe in a slide deck.
The winner is Coverage fix bundle + loyalty save. It wins on relevance, economics, and policy fit for this exact moment.
One-time service credit is usually the path the legacy process would take because it is simple or generic. Device upgrade promo is the kind of action a model might surface if it saw only part of the context or ignored policy and operational constraints.
Redis is not just ranking what is most likely to be clicked. It is arbitrating across policy, economics, relevance, and timing in one place.
We are not surfacing random recommendations. We are ranking the actions the business already cares about and choosing the one that fits this moment best.
Translate the winner into business language: the same support session turns into a save-rate lift, lower handle time, and incremental household lifetime value.
The value is not one click, one claim, one quote, or one call. It is the compounding effect of getting these moments right at scale.
The visible economics are the reason the next step is a pilot, not just a technical evaluation of whether Redis is fast.
The math is not the single transaction in front of us. It is what happens when this decision gets repeated across the full book of business.
The left side shows the legacy experience: generic, delayed, or incomplete. The right side shows the same customer moment with the right action already staged. It is the same surface and the same business flow. What changed is the decision layer underneath it.
The winner is Coverage fix bundle + loyalty save. The real product is not the UI redesign. The real product is the ability to put the right content, action, or recommendation into the existing UI before the moment passes.
Same surface. Same moment. Different decision layer. That is the product.
The same five tiers are still there, but now the audience understands what each one contributed to the outcome.
Three takeaways. First, this is not a science project — it is a practical architecture for Vertex Wireless. Second, it is additive, not disruptive — the existing systems stay in place. Third, it is a business story first and a platform story second — the reason to do it is that the same support session turns into a save-rate lift, lower handle time, and incremental household lifetime value.
The next step is a focused working session to map this reference architecture to the customer's actual environment and scope one support queue, one churn-prone segment, and one controlled pilot against the existing expert desktop.