Specialization in Business Analytics.

Credential ID adc450c489e84216b542270c7166988b

Credential ID a5bf9f0ac4124128808662207cb7af8b

<ul><li>Led the launch of a new chat widget that lays the foundation for new integrations with in-house API offerings, CXM platform, Mobile-app, and contact centre telephony systems and developed a roadmap to fully leverage conversational AI to include personalization, channel expansions, and self-serve options.</li><li>Collaborated with developers on deploying consistent updates, new functionalities, and integrations that have driven user volume up by 1000% year over year and call deflection rates by 600% year over year by utilizing self-serve services, internal API calls, and third-party product enhancements.</li><li>Leveraged all data collected from conversations and customer feedback for a user researcher to reduce friction points for travellers, including downstream and upstream products, content, and operational challenges; created a standardized product reporting dashboard to include all stakeholders on the journey.</li><li>Created a new format to work through unclassified training using a clustering algorithm to reduce intent training time from 30 hours a week to 8 hours a week; industry-leading classification score of 80%.</li><li>Kicked off a Proof-of-Concept collaboration with a third-party vendor involving AI and an email bot; analysed email data which lead to the discovery of an unadvertised self-serve capability; potentially reducing up to 3% of all emails received by the Guest Support Team and 700 Social Care cases monthly.</li><li>Compiled and presented the data story considering the discontinued use of the WhatsApp channel; leading to the channels discontinuation which increased overall guest satisfaction and saved on fees.</li><li>Started and maintained discussions about potential collaborations with other Product Owners and their products, along with subsidiary airlines to draw insights into comparative industry pain points and was the team champion for all data needs (extracting, cleaning, visuals, quality assurance).</li></ul>

Product Owner

<ul><li>Collaborated with the Insights Team to create a regression model to find insights and forecast WestJet’s customer sentiment and create a call for action for various stakeholders; utilized for weekly, monthly, and yearly satisfaction targets.</li><li>Built a Predictive Logistical model to classify customer segmentation to provide insights into the end-to-end travel journey.</li><li>Advocated for our machine learning models to various stakeholders to drive a deeper understanding of current data practices and insights.</li></ul>

Data Science

<ul><li>Performed analysis on 1000-4000 entries weekly to support data-driven decisions and identify new opportunities to improve our Chat Bot’s interaction with guests to deflect up to 20% of cases from the Chat and call centre queues.</li><li>Collaborated with content strategists and product owners to optimize changes in existing responses and developed new intents.</li></ul>

Improvement Team for Juliet Conversational AI

Peter Baran

English (British)

Peter Baran is a data analytics expert focused on data-driven decision-making and user experience creation. With WestJet, he was the Product Owner and led the development and launch of a chat widget with strong foundations for the new integrations with API, CXM platform, mobile app, and contact centre telephony systems. He also developed a roadmap to fully leverage conversational AI to include personalization, channel expansions, and self-serve options. His skills include project management, JIRA, strategic vision, and data analysis.

Peter Baran

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