Robert Francis
Senior Product Manager - Digital Self-service @Vmware
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WORK HISTORY
Senior Product Manager - Digital Self-service @Vmware
Focus on using Private AI infrastructure with llama 2 models and other huggingface models to build RAG applications - Delivering Generative AI enhancements for all product feature sets around conversational agents, search, knowledge capture, authoring and linking - Delivered GenAi Hybrid onsite search akin to Google and Bing search experience to enable business users to view answers via generative AI augmented with Semantic vector search or via classical search- Delivered LLM powered content assistant feature in our Salesforce CMS to allow TSEs to automate content authoring operations using prompts- Delivered Retrieval Augmentation Generation LLM powered conversational AI application for internal business to troubleshoot and assist on customer support incidents - Defining and driving strategy and roadmap to develop a best in class VMware self-service support experience for VMware\'s customer base- Responsible for the self-service product across VMware Support Portal and constituent platforms, including Salesforce Experience Cloud and Angular JS Single Page Applications - Delivered first Virtual Assistant for VMware support and self-service platforms, helping customers resolve technical and non-technical issues - Delivered data pipeline and analytics framework to monitor and obtain insight into self-service KPIs - Drove strategy and delivery using Machine Learning models for - search query clustering (spherical k-means), document topic extraction (Yake and BERT), and Support Request drivers classification- Agile product delivery methodology with focus on iterative, impactful high quality deliverables - Collaborating with team of application developers to deliver improved customer experience and enabling Global Support teams via Salesforce applications - Delivered workflows and analytics for enabling Global Support Knowledge Centered Service (KCS)- Striving to help and collaborate with cross organisational teams and reduce siloed working behaviour.
EDUCATION
University of Bradford
Bachelor of Science (BSc), Computer Animation and Special Effects
SKILLS
ABOUT ROBERT FRANCIS
A seasoned and versatile technical product manager with a solid background in steering…
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