Project: AI-Powered Customer Support Chatbot
Role: Senior Product Owner / AI Automation Lead
Goal: Automate customer support, enhance customer experience, and save resources and time
Result: Replaced traditional email support with a fully automated AI chatbot, improving efficiency, reducing response times, and lowering operational costs.

🚀 Core Responsibilities & Product Ownership

Product Vision & AI Strategy

• Designed and led the implementation of an AI-powered chatbot to manage customer support inquiries at scale.
  
  
• Defined epics, user stories, and acceptance criteria to guide AI model integration and workflow automation.
  
  
• Ensured alignment of automation strategy with business objectives: reduce manual workload, increase response accuracy, and improve customer satisfaction.
  
  

🔥 Key Features & Functions Developed

1. Chatbot Development & Automation

• Built a robust AI chatbot to replace traditional email support, handling common inquiries autonomously.
  
  
• Automated routing of complex queries to the appropriate human agents.
  
  
• Significantly reduced support team workload and response times.
  
  

2. Customer Experience Enhancement

• Designed conversational flows for context-aware, personalized interactions.
  
  
• Ensured efficient guidance of users to the correct departments, enhancing the support experience.
  
  

3. Content Labeling & Segmentation

• Processed, separated, and labeled over 1 million customer support emails.
  
  
• Structured data for effective AI model training, ensuring high relevance and response accuracy.
  
  

4. Data Training & Custom Responses

• Trained AI models including Amazon Lex, ChatGPT, and BERT on historical support data.
  
  
• Developed tailored response generation to improve automation quality.
  
  
• Iteratively refined models to enhance accuracy and relevance of chatbot interactions.
  
  

5. Integration with AI Tools

• Integrated advanced AI technologies to optimize chatbot performance.
  
  
• Ensured accurate, contextually relevant, and scalable interactions across support channels.
  
  

📊 Impact

• Eliminated the majority of email-based support requests.
  
  
• Reduced operational costs and manual support workload.
  
  
• Improved customer response times and satisfaction.
  
  
• Enabled scalable, automated support capable of handling high volumes of inquiries.
  
  
• Provided actionable insights for ongoing chatbot optimization through structured data and analytics.
  
  

💡 Key Skills Highlighted

• AI chatbot development & automation
  
  
• Amazon Lex, ChatGPT, BERT AI integration
  
  
• Customer support workflow automation
  
  
• Content labeling & data segmentation
  
  
• Custom AI response generation
  
  
• AI training & model optimization
  
  
• Customer experience design
  
  
• Cross-functional AI deployment