Alix Veronica L.

I specialize in taking complex, underperforming AI support systems and transforming them into high-efficiency engines for customer success. My approach combines deep technical integration with a focus on human-centric results. When I step into a project, my goal is to bridge the gap between AI potential and actual performance.

Over the last two years, I have:

• Revolutionized Customer Satisfaction: Inherited a chatbot with a 16% CSAT and strategically overhauled its workflows to reach 64%.
• Mastered Containment: Successfully scaled automated containment from 60% to nearly 90%.
• Accelerated Growth: Functioned as the "lubricant" for internal communications, increasing project speeds by 30% and cutting onboarding time in half.
• Led Technical Evolution: Managed a team of four to oversee advanced AI backlogs and vendor collaborations, specifically with platforms like Forethought and Zendesk.

Through Strategic AI Management, I oversee the entire AI lifecycle; from conducting rigorous QA to managing the AI and deflection backlogs to ensure maximum efficiency. My expertise in Technical Integration allows me to collaborate seamlessly with engineering teams and partner with vendors like Forethought and Zendesk to build and optimize sophisticated autoflows. Finally, my focus on continuous improvement means I don't just "set and forget" systems ; instead, I establish long-term monitoring processes that ensure support platforms remain relevant and effective as user needs evolve.

I don’t just build bots or write prompts; I build scalable systems that ensure your technology evolves as fast as your customers do.

Technical Proficiencies:
• Platforms: Forethought, Zendesk AI, WordPress.
• Skills: Quality Control, SSR Rate Optimization, Knowledge Base Expansion, and API Integration.