One Platform.
Two Legacies
Retired.

This net-new platform replaces two legacy systems that no longer served our call center and chat Experts. At its center is Expert Assist, a real-time, AI-enabled support tool built for Experts who file claims, troubleshoot tech issues, and solve our customers' problems every day. Instead of static scripts or digging through disconnected resources mid-conversation, Experts get the best answer, or the precise troubleshooting step, personalized to the customer they're with and surfaced exactly when they need it.

I'm leading design and strategy on the platform, using Claude Code to build faster and more effectively as we integrate conversational AI and generative workflows into its core. This isn't a chatbot bolted onto an existing tool. It's an experience designed from the ground up, based on how our Experts actually think and work under pressure.