Alex Bisgould

• Strategic Leadership: Reorganized the managerial framework to provide direct technical oversight, enhancing operational effectiveness of AI solutions across multiple accounts
• Team Development and Growth: Mentored a growing team of 12 Conversational AI Specialists (CAIS), transitioning from 5 initial reports to leading most of the department as senior CAIS. Enhanced team independence and technical proficiency, improving output and client satisfaction significantly.
• Migration Support: Ensured zero downtime in operational output during the transition from Wysdom to Calabrio post-acquisition, supporting the team in adapting to new processes and systems effectively.
• Best In-Class Processes: Curated and maintained an extensive Confluence site of technical documentation and best practices, substantially elevating training and operational standards across the company. Lead internal workshops and training sessions, staying on top of news within the Conversational AI industry.
• Gen AI Initiatives: Led the adoption and integration of Generative AI technologies, streamlining processes and enhancing the AI solutions' performance and scalability.

• Advanced Bot Optimization: Developed key features such as welcome menu intercepts and "Did You Mean" suggestions, enhancing user experience and increasing system containment.
• Leadership in Data Analytics: Led data-driven projects that served as benchmarks for AI performance, setting the gold standard for future chatbot implementations across the company.
• Cross-Functional Collaboration: Collaborated with the analytics and product teams to refine and enhance the predictive capabilities of AI models, ensuring superior client outcomes.

Client Project Outcomes & Growth: Role/Skill Development:

• Rapid Performance Turnaround: Enhanced the NLU accuracy of Rogers & Fido’s Virtual Assistant from 70% to 98%, dramatically improving client satisfaction and retention.
• Innovative Problem Solving: Developed over 300 intents and 25 user journeys, significantly boosting the user experience and responsiveness of the AI system.
• Impactful Client Presentations: Consistently delivered insightful presentations to client stakeholders, effectively building trust and showcasing the value of AI solutions.
• Chatbot Management: Managed the largest client account, overseeing the development and continuous improvement of chatbot experiences.
• AI Model Enhancements: Advanced proficiency in optimizing AI models for enhanced performance, focusing on NLU and NLG; specialized training in BERT LLM optimization.
• Advanced Integration: Skilled in integrating chatbots across multiple platforms (web, mobile, messaging apps), including API development, to streamline user interactions.
• Client Success Management: Ensured high client satisfaction through effective onboarding, support, and project leadership.
• Technical and Communication Proficiency: Demonstrated strong technical capabilities in Python, JavaScript, and AI frameworks, coupled with excellent communication skills for cross-functional collaboration.

• Managed operations and client interactions for a seasonal landscaping business, enhancing process efficiencies and client satisfaction.