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Conversational AI Manager, Knowledge & Robotics
HSBC • Temps plein
May 2020 - Dec 2020 • 7 mos
Owned the bilingual conversational banking AI for HSBC's customer base (50K MAU on the chatbot). Led cross-functional team of 8 to 10 (NLU specialists, knowledge managers, QAs) across US, UK, India, China, Korea time zones through full release cycles. Increased AI effective response rate +25% through systematic prompt and retrieval optimization on production logs. Defined adoption, performance, retention, and task-completion metrics.