I led Flock Safety’s enterprise-wide deployment of AI-powered chat, voice, and email agents—transforming how customers interact with support and service teams.

I conducted a comprehensive vendor search, defined technical and experience requirements, and collaborated closely with senior leadership to align the AI strategy with business goals. I managed the vendor partnership and directed cross-functional teams across product management, engineering, Salesforce administration, product design, IT, security, and legal to ensure a seamless, compliant, and scalable rollout.

We found that customers needed faster, more intuitive, and empathetic support experiences. With those insights, we prototyped and iterated across multiple channels—refining conversation design, integration flows, and automation logic through extensive testing and feedback loops.

The result? A unified AI-driven support ecosystem that elevated efficiency, reduced response times, and enhanced the overall customer experience across every channel.