Blake Adams
- Role
- Automations & Ai Specialist at Figma
- Location
- Brooklyn, NY, US
- LinkedIn followers
- 500 followers
About Blake Adams
I’m Blake I’m passionate about creating seamless customer experiences and leveraging…
Experience
Automations & Ai Specialist
Jun 2024 — Present · New York, NY, US
Analyzes conversational data, customer behavior, and feedback trends to surface actionable insights and guide strategic enhancements.• Designs and maintains experimentation frameworks to measure chatbot performance and inform continuous optimization.• Owns documentation for AI and automation systems, including governance models, internal playbooks, implementation plans, and performance reports.• Leads the strategy and implementation of Figma’s AI-powered support tools, including chatbots, agent copilots, and intelligent automations—spanning prompt design, intent development, and conversational architecture.• Builds, tests, and optimizes high-performing prompts and workflows, continuously improving deflection, accuracy, and CSAT.• Collaborates cross-functionally with Engineering, Data Science, Help Center, and Product teams to scope, launch, and scale AI-driven experiences across the customer journey.• Drives adoption of AI tooling by aligning stakeholders, managing change, and communicating clearly across technical and non-technical teams.
Education
Georgia State University
Master of Science - MS
2022 — 2024
Georgia State University Perimeter College
Associate of Science - AS
2015 — 2016
Georgia State University - Andrew Young School of Policy Studies
Bachelor of Science - BS
2017 — 2019
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