Conversational AI & InfrastructureRole: Product Manager & MarTech Lead
Enterprise Chatbot & MarTech Foundations: Automated Inbound Engagement
Pioneered conversational automation to resolve 35% of inbound inquiries instantly, reducing care center response lag during peak campaign telethons.
Conversational AIWorkflow AutomationService IntegrationMarTech Infrastructure
Primary Quantified Result35%Inquiries AutomatedFirst-touch issues resolved instantly without human intervention.
The Operational Strain
During national broadcast campaigns and end-of-year giving drives, inbound contact volume surged by over 800%. Human support desks faced impossible queues, with response times stretching from hours to several days. The cost was severe: frustrated supporters and abandoned donation pledges.
The Conversational Architecture
To modernize support operations without sacrificing personal touch, we designed and deployed an omnichannel conversational assistant:
- Intent Recognition & Triage: Mapped the top 20 repetitive inquiry types (e.g., tax receipts, recurring gift modifications, address updates, donation status).
- Secure Authentication & CRM Read/Write: Integrated conversational endpoints with secure authentication to pull personalized donor history and trigger receipt re-issues automatically.
- Graceful Escalation: Designed seamless handoff mechanisms when complex sentiment or high-tier donor inquiries required senior staff empathy.
Operational Outcomes
- 35% First-Contact Automation: More than a third of all incoming volume was resolved in under 60 seconds with zero staff overhead.
- Immediate Resolution During High-Traffic Windows: Maintained 99.9% uptime during nationwide televised telethons.
- Foundation for Next-Gen LLM Workflows: Laid the transactional plumbing that enabled subsequent generative AI integrations.
Strategic Organizational Impact
Established reusable architectural blueprints for AI operationalization.