Projects
Automated Associate Call-Out
Calling out of work used to be a headache for store associates—they had to track down a manager, wait on hold, and sometimes call multiple times just to make sure their absence was recorded. I designed a structured IVR system that let associates handle this process quickly and reliably over the phone.
conversational design - decision tree - nlu - voice
From Static Lookup to Intelligent Product Discovery
The IVR knew how to look up a product. It didn't know how to understand one. I redesigned the experience from the ground up; weaving LLM-powered intent recognition and prompt engineering into a legacy system to turn a dead-end lookup into a revenue-driving discovery moment.
conversational design - prompt engineering - legacy system modernization - voice
Rebuilding Enterprise Rescheduling as an Intelligent System
When customers needed flexibility, the system said no. I rebuilt that experience from the ground up; replacing rigid phone trees with an agentic AI that met customers where they were and solved their problem.
conversational design - agentic ai - prompt engineering - voice