Laura Ospino Camacho
Digital Support Analyst @Moneris
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WORK HISTORY
Digital Support Analyst @Moneris
CA
Optimized chatbot-driven customer support by reviewing customer analytics and auditing transcripts, increasing resolution rates in the first year.Implemented data-driven solutions to address gaps in chatbot performance, influencing the Gen AI framework to evolve the chatbot into a Generative AI agent.Built and trained the chatbot by creating answer flows and optimizing its knowledge base to effectively handle customer support inquiries, improving response accuracy and efficiency.Collaborated with cross-functional teams, including Product Managers, UX Designers, and Engineers, to design personalized, automated experiences, implementing a chatbot upgrade on budget and within six months.Reported performance insights of the chatbot to stakeholders, leveraging key analytics to recommend strategies that improved resolution rates and optimized outcomes.
EDUCATION
IESE Business School
Diploma of Education, Advanced Digital Media Strategies
IEBS Business School
Postgraduate Degree in Big Data for marketing , Big Data for marketing
University of Louisville
MBA
Universidad de Los Andes
BS, School of Law
SKILLS
ABOUT LAURA OSPINO CAMACHO
When I joined Cable Onda, customers preferred to walk into a store rather than pay…
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