Summary
Overview
Work History
Education
Skills
Notable Achievements
Timeline
Generic

Ana Dippell

Richmond Hill

Summary

Strategic and data-driven Conversational AI Designer with a passion for optimizing user experiences through AI-driven interactions. Strong expertise in conversation design, virtual assistant training, and AI-driven customer engagement strategies. Highly skilled in project management, conversational analytics, and cross-functional collaboration to enhance automation efficiency. Bilingual in English and Spanish.

Overview

11
11
years of professional experience

Work History

Conversation Design Lead

24.7ai
12.2021 - Current
  • Design, develop, and implement comprehensive conversation call flow diagrams and related documentation to articulate the behavior of a complete conversational interface.
  • Design and lead A/B testing, and iterate based on data driven results to ensure the best customer experience is implemented.
  • Create effective user interface designs including call flows, dialogs, prompts, audios, and grammar specifications to accomplish the requirements of Interactive Voice Platform (IVR) systems.
  • Provide feedback on the design and capabilities of speech recognition product software to incorporate UI lessons learned in the field.
  • Actively engage at all points of the product lifecycle, from concept to release, and work with development teams to refine designs and identify enhancements.
  • Perform call analysis, and review speech science data for overall application and design performance and make recommendations to improve caller satisfaction.
  • Design and deliver POCs, demos, prototypes and live virtual assistants in alignment with product leadership and sales executives across the organization.
  • Diagnose and resolve defects found during QA and UAT test phases and support production releases.

AI Conversational Specialist

Wysdom, a Calabrio Company
09.2017 - 12.2021
  • Represented clients internally and coordinated with other functions to implement client requests, complete projects, and address ongoing service needs.
  • Collaborated closely with clients and project team during Discovery, Design & Build, and Delivery stages of new Virtual Assistant implementations.
  • Designed, developed, and implemented conversational flows.
  • Conducted initial Virtual Assistant training and setting up automation testing using Python scripts.
  • Identified, triaged, and fixed issues discovered through testing.
  • Performed ongoing training and optimization of clients' Virtual Assistants to identify opportunities for KPI improvements.
  • Created and presented an in-depth report to clients on a monthly basis, outlining Virtual Assistant metrics and KPIs, providing recommendations for further enhancements, and planning for ongoing maintenance.
  • Analyzed client chat logs to identify behavioral patterns and make data-driven decisions to improve Virtual Assistant performance.
  • Trained and mentored new hires, managed co-op students.

Jr. Project Manager

9dot Digital
10.2013 - 09.2017
  • Provided project management support to senior project managers, including assisting in client discovery sessions, project requirements gathering, and monitoring and reviewing project progress.
  • Assigned project team roles and responsibilities to individual team members.
  • Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals.
  • Contributed to the development of project process improvements and best practices.
  • Communicated and worked directly with clients to factor in their expectations and needs.
  • Researched, gathered, and edited proposal materials.

Education

Bachelor of Science - Economics

Universidad Católica Andrés Bello

Skills

  • Bilingual: English/Spanish
  • Conversational AI & NLP Strategy
  • AI-Powered Virtual Assistant Design
  • Conversational Analytics & Insights
  • Customer Relationship Management
  • Multichannel AI Integration
  • Strategic thinking
  • Analytical Mindset
  • Agile & Scrum Methodologies
  • Data-Driven UX Improvements
  • Adaptability
  • SaaS & Cloud-Based Solutions

Notable Achievements

  • Designed AI-driven chat and voice experiences for client in the retail industry, achieving 48% containment in 30 days. Optimized self-service flows, reducing agent workload and cutting voice contacts by 34%, enhancing CX and efficiency.
  • Designed and optimized a Natural Language IVR, reducing wait times by 74% and abandonment rates by 70% in 90 days. Improved containment rate to 20%, enabling self-service automation and efficient call routing for a major US healthcare provider
  • Developed and launched a webchat Virtual Assistant for a leading telecom company, later expanding it to Apple Messages for Business, WhatsApp, and SMS. Surpassed containment goals by 10% in the first month and optimized performance across all four platforms, driving $2.3M in cost savings within the first year.
  • Received Bravo Award for Outstanding Conversation Design two years in a row, recognized for creating high-performing conversational experiences and earning exceptional client feedback.


Timeline

Conversation Design Lead

24.7ai
12.2021 - Current

AI Conversational Specialist

Wysdom, a Calabrio Company
09.2017 - 12.2021

Jr. Project Manager

9dot Digital
10.2013 - 09.2017

Bachelor of Science - Economics

Universidad Católica Andrés Bello

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