Work
Proof
of work.
Each of these is a real system I designed, led, or took to production, 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. I'd rather show you the hard parts than hide them.
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.
A 24/7 Booking Concierge for a DFW Photo-Booth Studio
Live in production. A tool-using Claude agent that takes a lead to quote, calendar hold, and SMS confirmation in under 60 seconds.
The agent answering questions on this site
How the site chatbot is built: grounding corpus, streaming, guardrails, and what it costs to run. A case study you can interview.
Read the case studyManual 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.
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, builds, 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 went to production.
Talks and walkthroughs
On video.
Recorded sessions on conversation design, AI product strategy, and the operating work of building conversational AI at scale. Each one opens on its own page, so you can watch it full size.
Work with me
Two ways to work with me.
Hiring a firmA few consulting engagements each quarter throughIntelligent CX Consulting . Start at services.
Hiring a personOpen to conversational AI, AI product, and applied AI roles. The resume is at /resume.