Product Platform & AI

Anna was the name of the virtual assistant AI bot which provided cloud enabled capabilities for residential customers.  As a good portion of calls that came into the call center were related to slow, and no internet service (68%).  The AI bot was able to provide key capabilities to residential customers to trouble shoot or report a known outage which caused for service interruptions.  The capabilities contained approx. 86% of  possible calls to the call center that were related to no and slow internet service interuptions

Once the user was identified with no internet outages in their area the VA bot would check to see what their WIFI rating is.  The WiFi rating is an overall average of all connected devices within the home that was calculated in the last 24 hours.  There was an opportunity to provide device scores of the top 3 device which were under performing.  Based on timing and launched to market this was put on hold.  

The transition to modernize the legacy stack to a future state solution.  I had the opportunity to work very closely architect, technical leads and backend engineering.  My role as a product manager platforms were to work with various vertical product teams to ensure the capabilities created were highly scalable across applications.  To create consistency across the enterprise the business rules and attributes played a very large role when creating the requirements.  This required high collaboration across the department LOBs to ensure the business rules were documented consistent to the backend systems which hold the source data. 

As online transactions were growing the frontend and backend systems were not able to handle the amount of traffic which was growing on a month to month basis.  The data that was gathered during this time that I had presented to the management team led to the digital transformation which took 2 years.  As this business proposal was very technical I had the opportunity to learn how to simplify and educate the leadership team the importance of this initiative.  As this was a large capital investment to the organization there was a daily update made to the leadership team to ensure that status and teams performance of this project.

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The diagram below is  similar to what I had illustrated to show the level of complexity when trying to verify what service the user had on their account.  The output to the frontend e.g. web would provide details for the following:

• Does the user have a wireless service = Y/N

• Is the service the user have a bundled service = Y/N

• What type of wireless service of the parent account = 25 gb

• What type of wireless service is the child account = 10 gb

This was a diagram showed the orchestration of multiple microservices to pull a customer account details