status: available for new tickets
Your Name — AI CX Engineer. I design, ship, and tune the language models, retrieval, and routing logic behind support experiences that customers don't have to escalate.
01 · who's answering
I sit at the point where a frustrated customer message meets a model that has to decide what to do about it. My job is to make that decision fast, correct, and — when it isn't — safely handed to a human.
That means writing the prompts, building the retrieval pipeline over policy docs and order data, wiring up guardrails, and reading enough transcripts to know exactly where the system still says something dumb. I measure success in deflection rate, resolution time, and whether the customer had to ask twice.
02 · tools in the queue
03 · closed tickets
Replaced a static FAQ bot with a retrieval-backed agent that reads live order and carrier data before answering, cutting "where is my order" tickets that reached a human.
Built a risk-aware classifier that flags disputes and fraud language in real time, routing them straight to specialists instead of the general queue.
Redesigned a legacy phone tree as a conversational voice agent that collects claim details, sets expectations, and only transfers when a human decision is genuinely required.
04 · ticket history
Own the conversational layer across chat, email, and voice support. Ship model updates weekly against a live eval suite.
Built the first retrieval pipeline connecting the support bot to internal policy and order systems.
Handled escalations directly — the transcripts that later became training and eval data.
05 · open a conversation
Tell me what's breaking and I'll tell you how I'd fix it.