Portfolio

Overview:

Chatbot launched on mobile native messaging (Apple Messages for Business)

Experience:

- Multi-modal self service experience

- Escalation to Live Specialist

Results:

- Highest tNPS of any support channels (US)

- Most used support channel (US)

Overview:

Launched Personalized chatbot experience based on entry point for iPhone Upgrade users

Overview:

Apple Official Account launched on China users' fav messaging app WeChat

Experience:

- Multi-modal self service experience

- Escalation to Live Specialist

- Outbound messaging

Results:

- Highest subscriber rate growth in WeChat platform history

Overview:

Apple Official Account launched on China users' fav shopping app TMall (Amazon equivalent)

Experience:

- Multi-modal self service experience

- Escalation to Live Specialist

- Personalization

- Product recommendation

Results:

- 30% of total sales completed by bot only

Overview:

Revamped Intuit's TurboTax Digital Assistant to make it smarter, contextual and personalized

Experience:

- Multi-modal self service experience

- Escalation to Support or CPA

Results:

- OPEX savings +40%

Overview:

New Apple Card domain added to existing Apple Chatbot on Apple Messages for Business

Experience:

- Multi-modal self service experience

- Multi-domain (Commerce, Support, Apple Card) all within the same bot

- Escalation to Live Specialist

Results:

- Preferred channel to get support 24/7

Overview:

Custom model analyze conversation and create conversation summaries for the Live Agent or Experts after each conversation is completed

Experience:

- Accurate summary using model that was pre-trained using best in class agent / expert notes

- Include action and tasks

- Enable experts to focus on user conversation instead of taking notes

Results:

- AHT -~5min for each contact