Sr Conversation Designer
How Contextual Data Helps Decipher Customer Intent
How do we navigate the complexity of customer intent when training phrases may be too similar or have multiple meanings? How do we plan around answering questions when customers lack the foundational knowledge to know the differences in their asks? We'll look at how information about where an ask originates can be equally important as what's asked, with some ideas on how to mold our conversations around this added context.
Author and design a wide array of conversational solutions geared to facilitate a user's ability to self-solve issues and troubleshoot problems within their accounts and products. Collaborate with PMs, BA, and engineers to design & measure +150 UX solutions. Engagement across teams to determine gaps and areas of opportunity for additional content.