Drove product adoption for an AI-powered enterprise chatbot, focusing on shifting users from traditional support channels (phone, agents) to self-service
Identified user behavior gaps through conversation data and research, translating insights into targeted product experiments
Partnered cross-functionally with Product, Data Science, Engineering, and Customer Success to prioritize and execute experiments
Delivered measurable impact, including significant increases in user engagement (up to 3–4x in key projects)
