Conversation Design

Includes my work directly designing conversations for chatbots, voicebots, and IVR systems, as well as related conversational system design and other aspects of dialog/conversational UIs based on AI/ML—incorporating NLU and LLM/generative AI, on prem and in the cloud.

Platforms have included mobile, desktop, enterprise, and IVR systems.

AI/Chatbot Tech Product Owner – Verizon

• reimagine existing Verizon Assistant “Change Plan,” “Upgrade,” “Add-a-Line,” and other consumer sales conversation flows, to increase sales and minimize drop-off
• redesign “bot says” conversation responses to maximize clarity while minimizing verbiage
• standardize bot tone, verbiage, and response format, for multi-turn conversations, including creating standards documentation for consistent dialog
• incorporate GenAI to make interactions more personalized and natural, while reducing user story needs and engineering resources otherwise used for NLP changes and new work
• create Figma wireframes for new conversation flows

Conversation Designer – Blue Cross Blue Shield of Michigan

• reviewed Genesys SME and engineering SME system design for UX, usability, enhancements, and errors
• developed enterprise contact center IVR UI call flow source of truth design/mapping documentation
• authored multi-turn IVR bot conversation flows for NLU and decision tree call flows
• utilized Nuance Architect Studio and Dialogflow software

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Creator/Conversation Designer – Inno personal bot

• defined bot persona and use cases
• architected system functionality to use both NLU and generative AI
• developed conversation flows, including detailed flow documentation
• performed all prompt engineering including constraining generative AI to designated topics and specified tone
• developed unique process of intent sorting that seamlessly optimizes NLU and generative AI
• designed UI

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Project Lead – ALisA voice-enabled artificial assistant – ScreenPlay InterActive

• conducted extensive product/UX research
• defined use cases and interactions for voice (VUI) conversational interface
• developed a design guide establishing the desired persona, characterizing how dialog is written, how to respond to undesirable user utterances, and how to deal with error conditions
• incorporated personalization and permission requests into dialog and tasks that are performed
• designed the conversation [dialog] for 40+ use cases
• architected platform for 3rd party service APIs and multi-modal emotional/voice/facial recognition and gestural control interface
• drafted fault management responses [dialog and functions] to maintain UX and minimize doom loops
• utilized IBM Watson design software
• performed A/B testing of many PoC features to understand user perceptions and validate design utility/usefulness

Product Manager consumer facing chatbots/virtual assistants – Wells Fargo

• SME for chatbot product capabilities/feature-set including intents/entities, NLP/NLU, dialog, and UI
• oversaw conversation design for Fargo chatbot MVP
• managed Conversation Designer and worked cooperatively to create multi-turn dialog/flows including error handling responses
• developed user scenarios, determined requirements, authored scope documentation for product roadmap

Principal Product Manager Conversation Intelligence – Bigtincan

• created the Conversation Intelligence as a Service (CIaaS) API strategy – the vision for AI driven conversation intelligence across entire organization’s product platform
• utilized STT [speech to text] transcription to extract human dialog for AI to evaluate meaning and actionable conversation cues
• transitioned VoiceVibes contextual dialog app from stand-alone app to API service integrated into SaaS platform