Supporting multilingual AI quality assurance and conversation design initiatives, while leading a content framework to standardize communication and improve user experience across enterprise services.

Drove improvements to Google Ad Help responses by reviewing and refining 435+ Gemini-generated AI outputs. Enhanced clarity, ensured adherence to guidelines, and optimized responses to improve their effectiveness and alignment with user needs.

Led advancements in how Gemini communicated personalized signals, such as user roles and account settings. Shifted the focus to illustrating how account details impacted customer actions, creating more intuitive interactions and fostering trust.

Analyzed customer engagement through detailed chat transcript reviews, identifying key moments of disengagement. Highlighted areas where the AI experience fell short and recommended actionable changes to improve conversation flow and elevate user satisfaction.

Highlights: Collaborating on Gemini’s cutting-edge AI solutions has been a transformative experience. I’ve gained valuable insights into crafting AI-driven interactions that build trust and drive meaningful customer engagement. Working at the intersection of personalization and conversational AI has been incredibly rewarding, allowing me to contribute to innovations in user-centered design.

Drove an 80% reduction in identified gaps for QuickBooks Online Digital Assistant by auditing and optimizing intents, resolving bank error inefficiencies, and flagging hardcoded intents.

Led conversation design improvements by standardizing thousands of intent descriptions, solidifying taxonomy patterns, and documenting best practices for the 2024 CxD strategy.

Highlights: Working on the QBO Digital Assistant team was truly inspiring. I gained insights into entrepreneurs' needs and the crucial role of efficient AI-powered support at Intuit. Contributing to significant improvements in Digital Assitsant's performance, I explored conversation design strategies in this exciting era of hybrid GenAI solutions.

Explored Einstein Bot Builder-powered chatbots with the MuleSoft product team with the potential to transform API connection/automation services for businesses.

Highlights:

Researched and experimented with conversational experiences in Mulesoft (RPA/Composer), utilizing natural language processing to create Einstein bot-powered chatbots to improve customer service, reduce support costs, enhance customer awareness of billing and updates, and potentially incorporate Slack experiences.