Selected Work
Customer journeys,
made clearer.
I study the customer journey, understand what happens behind it, and find the bottlenecks. Then I shape the right mix of conversation design, NLU, AI content, workflow, or product thinking.
Start Here
A real business, a real customer problem.
Boothly is the fastest way to see how I think. I started with the customer’s uncertainty, then designed a clearer path to a useful business conversation.
A 24/7 Booking Concierge for a DFW Photo-Booth Studio
An event planner needs a photo booth, but pricing depends on the date, availability, backdrop, print options, and other choices. The old experience made that conversation harder to start.
Read the Boothly case study- 01Need a photo boothEvent planner starts with a question.
- 02Understand the optionsDate, availability, prints, backdrop, and price.
- 03Receive a useful quoteThe customer and business get the same context.
Live Now Quote, availability check, email, and business notification.
Future State Full checkout.
The Rest Of The Work
Choose the kind of problem you want to understand.
Each case study is organized around the problem, the customer journey, the approach, and the result.
Customer Journeys
Make the next step easier for the customer.
Self-Service Workflow Redesign
Rebuilt self-service around how customers actually find help, make decisions, and move through a connected-fitness product.
Family Dashboard
A family system for coordinating calendars, chores, meals, and decisions without making the people use it do the administrative work.
Conversations
Make language useful to people and systems.
When Every Message Needs A Better Place
Reorganized a messy intent structure so customer chats reached the right human teams and reporting reflected the needs behind the conversations.
Scaling LLM Support
Partnered across product, data, and engineering to move a support experience from inconsistent rules toward grounded AI behavior.
The Agent Answering Questions On This Site
A grounded portfolio chatbot with a clear content boundary, streaming responses, and refusal behavior that protects the visitor’s trust.
AI Product Systems
Connect customer needs to the work behind them.
Building The Operating System For An AI Product Org
Helped a cross-market team improve how it planned, built, reviewed, and introduced new AI work.
Manual Guide Workflows To AI-Orchestrated Resolution
Mapped a support journey across people and disconnected systems to find where a simple customer problem became a long ordeal.
RAG Pipeline Evaluation
Compared retrieval approaches against real support content to understand which architecture best served the customer question.
Evaluation And Quality
Know whether the experience is actually working.
TurnSignal: A Report Card For AI Conversations
A plain-language way to find where AI conversations fail, turn those failures into tests, and decide whether a release is ready.
Intent Tetris
Test the boundary between similar customer needs with realistic multi-topic messages.
Try the interactive proofOn Video
How I explain the work.
Recorded sessions on conversation design, AI product strategy, technical communication, and the operating work behind conversational AI.
Work with me
Two ways to work with me.
Consulting through ICXA few consulting engagements each quarter through Intelligent CX Consulting . Start at services.
Hiring ChristiOpen to conversational AI, AI product, and applied AI roles. View my résumé.