About Me

I help companies optimize their knowledge base and chatbot performance, especially when generative AI tools are falling short. This is still an emerging space, and there’s a big gap between what companies expect from AI and what they actually get—usually because their content foundation isn’t specifically optimized for generative AI tools. That’s where I come in.

I’ve worked with fast-growing startups and support teams to overhaul help centers, implement generative bots, and dramatically improve key metrics like CSAT, containment, and deflection. My background includes everything from writing and structuring articles for optimal ingestion, to refining backend bot workflows, to hands-on bot management. I understand what generative AI can do—and just as importantly, what it can’t. I know which problems are content issues and which are bot backend settings, and I know how to fix both.

Clients come to me when they need results fast. I’m independent and self-directed, but I work closely with subject matter experts and stakeholders to make sure everything is accurate, scalable, and useful. I welcome feedback and approach every project with curiosity, efficiency, and a focus on impact.

I typically work with small to mid-sized companies—especially those without a dedicated knowledge manager.

Some wins I’ve helped deliver:

  • Boosted automated resolution rate by 55%+ on average

  • Improved chat CSAT by 20%

  • Cut ticket volume by 45% YoY with a restructured chatbot

  • Helped a client launch a generative bot that now resolves over 70% of incoming chats and deflects 2,000+ tickets per week

If your chatbot isn’t performing—or if you’re just not sure where to start—I’d love to help.

Contact me.