Erik Heyeck

About Erik Heyeck

Senior AI leader with a strong foundation in intelligent automation, scalable solutions, and customer engagement. Passionate about leveraging AI to simplify complex interactions and create meaningful outcomes for both customers and the business.As the Senior AI Automaton Manager at Gen Digital, I lead a team of conversational designers and multimedia producers dedicated to building and optimizing voice and chat solutions across four distinct brands. Leveraging Google CCAI and DialogFlow, my team uses data-driven optimization and user-centric design to craft conversational experiences that drive efficiency, boost customer engagement, and deliver measurable results.

Experience

1. Sr Ai Automation Manager

   Gen

   Apr 2018 — Present · Tempe, AZ, US

   Manage a team of conversational designers providing AI voice and chat solutions for four distinct Gen brands, delivering over $20M in annualized customer support cost savings.• Lead the Conversational Design team for Automation and Self-Help products, delivering scalable self-service solutions across voice and chat channels to enhance customer support.• Led cross-functional collaboration with engineering and product teams to implement NLP/NLU and RAG-based generative AI solutions on DialogFlow.• Reduced average agent handling time by ~45 seconds per call by deploying bots to collect customer authentication information, thereby streamlining the support experience and improving operational efficiency.• Optimized customer experience by reducing friction in support, cutting wait times through advanced bots for voice and chat, and ensuring customers find the right support on the right channel at the right time.• Increased chat containment by 45% through the implementation of generative AI solutions for customers originating from the Identity Mobile app, significantly reducing the need for live-agent support.• Reduced internal call transfer rates by 7.5% through improvements in intent collection, streamlining customer interactions, and enhancing operational efficiency.

Education

• University of Pittsburgh

  BA, Economics

  1994 — 1998

• University of Phoenix

  MBA

  2001 — 2002

Skills

• Sdlc
• Visio
• Requirements Analysis
• Agile Methodologies
• Business Requirements
• Waterfall
• Management
• Vendor Management
• Program Management
• Software Project Management
• Team Building
• Pmo
• Integration
• Start-Ups
• Scrum
• Process Improvement
• Business Process
• Waterfall Project Management
• Business Process Improvement
• Software Development Life Cycle (Sdlc)