Work
Architecture, delivery, and strategy across 35+ production AI deployments and 10+ industries.
Multi-Agent Orchestration
Cross-platform agentic blueprint
The Challenge
Designing coherent agent orchestration across three distinct AI platforms with different capabilities, data models, and vendor roadmaps — without creating a Frankenstein UX.
What We Delivered
Advising on the architecture for agentic orchestration between ServiceNow Now Assist, Workday Assistant, and Workday Self-Service Agent — defining routing logic, handoff protocols, and a unified employee experience across platforms.
Scale
Global enterprise
Citizen Development Rollout
Governed citizen AI development at scale
The Challenge
Empowering non-technical users to build with AI tools while preventing ungoverned proliferation.
What We Delivered
Leading the rollout of an enterprise citizen development program — enabling business users to build AI-powered automations with Copilot Studio and Power Platform.
Scale
Global enterprise
AI-First Transformation
Enterprise AI direction adopted
The Challenge
Helping a firm whose product IS strategic advice figure out how to transform itself with AI.
What We Delivered
Advising a top-tier global management consulting firm on their AI-first transformation — reshaping delivery model, capability build-out, and internal tooling strategy.
Scale
Global consulting firm
Harvest Yield MLOps
Production MLOps for seasonal prediction
The Challenge
Building reliable ML infrastructure for agricultural prediction where ground truth is seasonal and the business gets one harvest cycle per year to validate.
What We Delivered
Defining the MLOps architecture for a sugarcane harvest yield prediction system — satellite imagery pipelines, model training infrastructure, and seasonal forecasting.
Scale
Agricultural operations
Multilingual Agentic HR
30K employees · Multilingual agentic HR
The Challenge
Serving employees across multiple countries with different languages, labor laws, and cultural expectations from a single agentic system.
What We Delivered
Leading the design of multilingual agentic AI for HR service delivery across a 30K-employee multinational — multiple languages with region-specific compliance.
Scale
30K multinational employees
Citizen Support Agent
1.6M citizens · State government
The Challenge
Designing citizen-facing AI for government with strict accessibility requirements and zero tolerance for misinformation.
What We Delivered
Defined the architecture for a citizen-facing support agent serving 1.6M residents — eligibility questions, service routing, and case initiation.
Scale
1.6M citizens
Agentic HR & ITSM
40% containment · 23K employees
The Challenge
Organizational RACI alignment between historically split HR and IT business units, plus strict cloud infrastructure requirements for a regulated utility.
What We Delivered
Architected HR and ITSM self-service chat and agent-assist for ~23K employees — case summarization, incident auto-resolution notes, and containment workflows. First agentic AI implementation for the client; largest ServiceNow AI deal at IBM at the time.
Scale
23K employees; multi-$M deal
Enterprise AI Academy
Enterprise-wide GenAI literacy & adoption
The Challenge
Running a structured AI literacy program while the GenAI landscape evolved weekly — balancing foundational knowledge with cutting-edge tool adoption.
What We Delivered
Designed and delivered a 6-month enterprise AI literacy program with office hours, a capstone project, and use-case pipeline alignment — raising GenAI fluency and safe adoption across a large media & telecom enterprise.
Scale
Enterprise-wide
Agentic HR Service Delivery
100K+ employees · Fortune 20 scale
The Challenge
Deploying agentic AI in a highly regulated healthcare environment with strict PHI/PII controls and a workforce spanning clinical and corporate roles.
What We Delivered
Led the design and delivery of agentic AI for HR service delivery at a Fortune 20 health insurer — self-service resolution, agent assist, and intelligent routing for 100K+ employees.
Scale
100K+ employees
Benefits Enrollment RAG
31% escalation reduction during peak
The Challenge
Strict private endpoints, complex private network topology, encryption at rest and in transit — in a regulated environment with a compressed launch window.
What We Delivered
Shipped a retrieval-augmented GenAI assistant for annual benefits enrollment — reducing peak help-desk load and codifying reusable Azure OpenAI patterns adopted across multiple business units.
Scale
Enterprise benefits population
Drive-Thru Voice Agent
Stable voice ordering in high-noise environments
The Challenge
The rigor of production-grade NLU in the wild — accurately transcribing a menu order while a baby cries in the back of the car.
What We Delivered
Advised on the design and build of an automated order-taking voice assistant for drive-thru — handling menu complexity, ambient noise, and real-time POS integration in uncontrolled outdoor environments.
Scale
National QSR chain
B2B Sales Agent Assist
Real-time sales assist for enterprise DIA
The Challenge
Sales reps needed instant access to complex B2B product configurations and pricing across a fragmented knowledge base during live customer calls.
What We Delivered
Built an AI-powered agent assist tool for enterprise DIA sales reps — surfacing relevant technical specs, pricing guidance, and competitive positioning in real time during customer conversations.
Scale
Enterprise B2B sales
7M-User Contact Center
7M subscribers · Greenfield spin-off launch
The Challenge
Building a greenfield AI contact center under aggressive timelines during a corporate spin-off — new brand, new org, inherited tech debt.
What We Delivered
Stood up the AI contact center for a newly spun-off regional ISP — migrating and re-architecting virtual agents for a 7M subscriber base with new brand identity.
Scale
7M subscribers
AI Center of Excellence
Multi-year AI operating model · Multi-$M
The Challenge
Sustaining strategic alignment and delivery momentum across a multi-year engagement spanning enterprise product teams.
What We Delivered
Led a multi-year, multi-million-dollar AI COE covering end-to-end AI journey — ideation, use-case prioritization, business case building, vendor bake-offs, change management, and hands-on delivery.
Scale
Enterprise-wide; multi-$M contract
AIOps Noise Reduction
43% noise reduction · 200K devices
The Challenge
Hundreds of millions of alerts across 200K devices with inconsistent signal quality — alert fatigue was slowing incident response to a crawl.
What We Delivered
Built a real-time telemetry pipeline that streams alerts from ~200K network devices through an XGBoost classifier, cutting false positives and surfacing actionable incidents for NOC and field teams.
Scale
200K+ devices
Field Service Virtual Agents
Reduced field troubleshooting time
The Challenge
Field techs needed hands-free, step-by-step troubleshooting guidance while working on live network equipment — latency and accuracy were non-negotiable.
What We Delivered
Deployed virtual agents for field technicians — guiding troubleshooting workflows, parts lookup, and dispatch coordination through conversational interfaces integrated with Nokia network management.
Scale
National field workforce
Global HR Assistant
300K+ employees · Global deployment
The Challenge
Scaling a single conversational AI across 300K employees in a partnership-driven culture with complex, region-specific HR policies.
What We Delivered
Led delivery of a global HR virtual assistant serving 300,000+ employees across multiple regions — handling benefits, policy, onboarding, and HR service queries through chat and collaboration channels.
Scale
300K+ employees
Predictive Sales Assistant
Real-time intent scoring for sales intervention
The Challenge
Translating noisy clickstream data into reliable purchase-intent signals fast enough to intervene during the browsing session.
What We Delivered
Built a proactive sales assistant that analyzed real-time web browsing behavior to predict purchase intent and trigger contextual chat interventions.
Scale
Consumer web traffic
Member Contact Center AI
45M+ members · Fortune 20 architecture
The Challenge
Navigating healthcare regulatory requirements while designing conversational AI that handles sensitive health insurance inquiries with empathy and accuracy.
What We Delivered
Advised on AI strategy and architecture for member-facing contact center automation at a Fortune 20 health insurer — serving 45M+ members across voice and digital channels.
Scale
45M+ members
Audit & Underwriting AI
Accelerated Big Four audit review cycles
The Challenge
Extracting structured insights from massive, unstructured audit evidence packages where accuracy directly impacts regulatory compliance.
What We Delivered
Contributed to the IBM–KPMG initiative applying Watson to augment audit and underwriting — document understanding over large, complex evidence sets — accelerating review cycles.
Scale
Big Four audit practice
One Virtual Agent Platform, Every Channel, One Telco
12M+ subscribers · Nine-figure OPEX relief
The Challenge
Achieving production-grade NLU accuracy at massive scale across four channels simultaneously, while migrating from legacy platforms without service disruption.
What We Delivered
Designed a shared virtual agent architecture that spread across every major business function — customer care, HR, ITSM, credit, sales, field tech. 48M conversations across chat, voice, SMS, and app. Eight years later, the platform is so embedded in operations that it can't be switched off.
Scale
12M+ subscribers
Autonomous Ride Assistant
<2% failure rate · TechCrunch, CNET coverage
The Challenge
Building reliable voice interaction in a moving vehicle with ambient noise, short response windows, and live public demonstrations with zero margin for error.
What We Delivered
Delivered an in-vehicle voice assistant for the world's first 3D-printed autonomous shuttle — dialog management, TTS/STT, and telemetry integration — showcased at CES and IFA Berlin.
Scale
Global press coverage
Parts Intelligence Platform
Automated competitive pricing intelligence
The Challenge
Matching unstructured parts descriptions across manufacturers with different naming conventions, then building reliable price comparisons across fragmented data.
What We Delivered
Built an intelligent parts analysis system that identifies competitive aftermarket alternatives and performs automated price benchmarking across the parts catalog.
Scale
Global parts catalog
Conversational Insights
Tens of millions of transcripts analyzed
The Challenge
Processing tens of millions of conversation records with mixed quality and delivering actionable insights fast enough to influence weekly product decisions.
What We Delivered
Delivered an analytics platform for live and historical chatbot transcripts (tens of millions of records) — powering topic discovery, containment analysis, and journey-friction metrics.
Scale
Tens of millions of records
AskHR Platform
Global HR AI architecture guardrails
The Challenge
Ensuring reliability, safety, and evaluation discipline at global scale for an HR assistant that serves hundreds of thousands of employees.
What We Delivered
Provided architecture frameworks and AI testing support across multiple phases of IBM's internal AskHR platform — a global HR assistant serving the entire IBM workforce.
Scale
IBM global workforce
Platform Migration
Zero-downtime platform migration
The Challenge
Migrating a live, high-volume engagement platform with zero downtime tolerance.
What We Delivered
Led the migration of the customer engagement platform from LivePerson to Salesforce — re-architecting conversation flows, routing, and AI integrations while maintaining service continuity.
Scale
12M+ subscriber platform
SMS Channel Deployment
AI contact center extended to SMS
The Challenge
SMS supports only plain text — no rich media, no carousels, no buttons. Delivering a sophisticated experience required creative conversation design.
What We Delivered
Deployed virtual agent capabilities over SMS via Salesforce — delivering rich conversational experiences through the constraints of a text-only channel.
Scale
National SMS channel
Fab Technician Assistant
Reduced fab troubleshooting time
The Challenge
Translating highly technical semiconductor process documentation into reliable, step-by-step conversational guidance.
What We Delivered
Built a conversational assistant for semiconductor fab technicians — guiding step-by-step troubleshooting for complex chip fabrication equipment.
Scale
Fab technician workforce
GenAI HR Assistant
GenAI HR on Bedrock + ServiceNow
The Challenge
Integrating a GenAI assistant with ServiceNow in a regulated environment with strict private endpoint requirements.
What We Delivered
Built an HR self-service assistant on Amazon Bedrock integrated with ServiceNow HRSD — enabling generative AI-powered query resolution for a regulated energy utility.
Scale
Utility workforce
Transactional HR Agent
Q&A to transactional HR agent
The Challenge
Moving from "answering questions" to "completing transactions" required deep integration and careful guardrails around irreversible actions.
What We Delivered
Led the evolution of the HR virtual agent from informational Q&A to transactional — enabling employees to complete HR actions through the conversational interface.
Scale
National telecom workforce
AI-Powered Site Search
Semantic search for millions of visitors
The Challenge
The site served millions of visitors across consumer, small business, and enterprise — search had to understand intent across wildly different journeys.
What We Delivered
Led the redesign of site search with AI-powered intent understanding — replacing keyword search with semantic search and contextual ranking.
Scale
Millions of web visitors
HR & ITSM Virtual Agent
Greenfield AI for post-spin-off company
The Challenge
Standing up AI service delivery from scratch for a newly spun-off company with inherited processes but no AI practice.
What We Delivered
Advised on architecture and delivery of HR and ITSM virtual agents on ServiceNow for a newly independent consumer health company — establishing greenfield AI service delivery.
Scale
Global workforce
Intelligent Contract Review
Automated contract redlining for legal
The Challenge
Legal teams have zero tolerance for hallucination — building AI that lawyers trust required explainability and careful confidence thresholds.
What We Delivered
Deployed an intelligent contract analysis solution — auto-redlining, deviation detection, clause generation, and procurement acceleration powered by GenAI.
Scale
Legal department
SOX Compliance Automation
70% SOX review time reduction
The Challenge
SOX reviews are labor-intensive manual comparisons across hundreds of apps — but automation must be explainable and auditable.
What We Delivered
Applied agentic AI to SOX compliance review — analyzing admin screenshots across hundreds of applications to identify anomalies, dramatically cutting manual review time.
Scale
Hundreds of applications
Credit Scoring Model
Improved B2B credit decisioning
The Challenge
Traditional credit scores don't capture telecom-specific risk signals — needed to blend traditional and alternative data without introducing bias.
What We Delivered
Built an auxiliary credit scoring model for mid-market enterprise customers — augmenting traditional scores with behavioral and account signals.
Scale
Enterprise B2B credit