Design, script, and test brand-aligned conversational flows for web and mobile virtual assistants. Train NLP intents with data teams, analyze transcripts to improve containment and escalation, and ensure smooth handoffs to human agents.

Analyze and transform unstructured conversation logs using speech-to-text and NLP to extract intent, sentiment, and trends. Build dashboards (Tableau/Power BI), automate reporting, optimize transcription and categorization models, and partner with Product, Support, and QA to translate insights into CX and operational improvements.