Jessie Massey
Conversational AI Designer | Human Enthusiast
- Role
- Conversational Ai Designer at Spectrum
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Jessie Massey
I’m an end-to-end Experience Designer with 12 years of building in-person and virtual…
Experience
Conversational Ai Designer
Jan 2025 — Present · Charlotte, NC, US
Develop first-in-class customer-facing conversational voice experiences for enterprise-level self-service platforms for 35.5 million customers nationwide-Prepare conversational flows, including dialog definitions, positive/exception flows, anddecision-making paths-Design customer journeys using Voiceflow, Kore.AI dialog builder, and other VUI tools -Identify intents and entities in collaboration with NLP Engineers and developers tosupport seamless intent identification and entity extraction strategies-Build and maintain customer journey maps and design documentation-Translate business needs into UI and UX designs-Partner with cross-functional teams, including NLP Engineers and developers, to ensurea cohesive user experience-Present design solutions to senior management, project teams, and stakeholders,ensuring alignment with strategic goals-Train and mentor junior team members on best practices in user-centered design,conversational AI, and voice interaction workflows-Advocate for the end-user experience in all designs and interactions-Design for AI-driven IVR systems and integrate with conversational platform (Kore.AI)-Analyze conversational analytics and data-driven dialog refinement-Research AI technologies and their application to conversational design-Research emerging voice technologies and best practices in conversational AI.
Education
Centre College
French Language and Culture
High Point University
Bachelor of Arts - BA
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