Zendesk

Leading the strategy and implementation of intelligent customer support at Zendesk.

Salesforce

Growing the company's first dedicated Conversation Design practice: create guidelines, craft conversation flows for Salesforce and Slack apps, and lead the inclusive training data project.

Yahoo!

In 2016, Yahoo! decided to venture into the world of chatbots where I had the opportunity to lead the content strategy and conversation design for the Weather, Finance, News, and Monkey Pet chatbots.

Adobe

Adobe has a chatbot on social media for each of their products. Before I came in, these chatbot flows were written by several people working in silos, which resulted in a disjointed experience across their products. I did an audit of all flows, created guidelines, and unified the experience, while removing unnecessary and extra dialogs, based on data analytics.