Work
Case studies
from shipping, not
slide-decking.
Each of these is a real system I designed, led, or shipped, with the constraints, trade-offs, and outcomes named honestly. If you're evaluating me for a role, start with the one closest to the work you'd hire me for.
Manual Guide Workflows → AI-Orchestrated Resolution
How manual lookups, disconnected systems, and poor handoffs turned a simple support issue into 24 minutes of customer frustration, and the architecture that collapses it to under 2.
Scaling LLM Support
Led an enterprise migration from rule-based NLU to an LLM multi-agent system with grounded RAG and AI output verification across 8+ markets and 20M+ users.
Self-Service Workflow Redesign
Rebuilt self-service for a connected-fitness product across 8 international markets. IA, decision trees, and a product-gap feedback loop that fed the roadmap.
NLP Intent Taxonomy Redesign
Rebuilt the routing taxonomy from first principles. 150+ mutually exclusive intents across 12 product domains, derived from 50K+ real conversations with edge cases as first-class intents.
Operational Excellence Inside an AI Product Org
Rebuilt how a cross-market AI product team plans, ships, and reviews. Async-first rituals, decision logs, and a change-management program that onboarded 200+ non-technical employees to agentic AI tooling.
RAG Pipeline Evaluation
Controlled six-week evaluation comparing three RAG configurations against a production support knowledge base. The winning hybrid-retrieval architecture shipped to production.
A 24/7 Booking Concierge for a DFW Photo-Booth Studio
A tool-using AI concierge that triages every lead, builds a real quote from a single pricing source, and lands a tentative hold on the actual Outlook calendar — at 11pm on a Tuesday, on autopilot.
Talks & walkthroughs
On video.
Recorded sessions on conversation design, AI product strategy, and the operating work of shipping conversational AI at scale. Click to play, embeds stay quiet until you do.
Let's build
Seriously, let's chat about your next AI project.
I take a small number of engagements each quarter through Intelligent CX Consulting . If what you're reading here sounds like the thing you need, get in touch.