May 2021 - Oct 2022 1 year 5 months
Product Owner
WestJet Airlines
- 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.
- 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.
- 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.
- 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%.
- 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.
- 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.
- 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).