Flock Safety’s support organization was facing rising ticket volume and increased expectations for faster, more intuitive, and 24/7 support. Traditional support channels were no longer scaling, and the business needed a unified, intelligent system that could meet customer needs in real time.

I led the enterprise-wide design, build, and deployment of AI-powered chat, voice, and email agents. My goal was to create a cohesive, compliant, and scalable AI support ecosystem that improved customer satisfaction, increased efficiency, and aligned with company-wide strategic priorities.

I started by conducting deep customer research to understand pain points, expectations, and conversational patterns. Using these insights, I guided rapid prototyping across all three channels—iterating on conversation design, workflow orchestration, and automation logic.

I defined both the technical and experiential requirements for the AI system and partnered with senior leadership to align the roadmap with business goals. I coordinated cross-functionally across product, engineering, IT, design, security, and legal to ensure every component—from data handling to UX—was integrated, compliant, and ready to scale.

Throughout the build, I established feedback loops, testing cycles, and governance practices that helped us refine the system continuously and prevent hallucinations, failure loops, and brand voice drift.

We launched a unified, AI-driven support ecosystem that transformed how customers engage with Flock Safety. The deployment achieved:

-78% AI Containment Rate

-91% Resolution Rate

-83% CSAT Score

-24/7 Customer Support

-$250,000+ in annual cost savings, replacing the equivalent of eight full-time roles

This initiative redefined the customer support experience at scale and positioned AI as a core pillar of Flock Safety’s operational strategy.