Customer support
Answer from approved help content, collect the issue, prepare a ticket, and hand the conversation to the right person.
CHATBOTS & CONVERSATIONAL AI
A chatbot should solve a real workflow.
I can help build conversational workflows that use approved information, collect useful details, connect to business systems, and hand the conversation to a person when needed.
Try the sample demoInternal knowledge
Find process information, explain the steps, link to the source, and flag questions the documentation does not answer.
Lead & intake
Ask useful qualification questions, structure the request, create the next task, and keep the handoff clear.
Operations
Turn free text into structured details, summarize updates, prepare checklists, and connect the next step to existing systems.
TRY THE WORKFLOW
A conversation with a useful next step.
Demo workflow using sample data. Choose a sample message; no real personal information is needed.
Workflow assistantSIMULATED
Local sample workflow · No AI API · Nothing is sent or saved
WHAT MAKES IT USEFUL
The conversation is
just the starting point.
A useful chatbot needs the right source information, clear boundaries, business logic, and a way to hand work to a person.
Start with approved knowledge.
Use source documents, FAQs, help center content, internal processes, and permissioned records. Retrieve relevant context and cite it when useful. When the answer is missing, say so.
Make the handoff useful.
Define escalation conditions, a conversation summary, captured details, the destination queue, and the next action. A person takes over when the situation needs judgment.
Keep access and data deliberate.
Minimize collected data, keep secrets and API calls on the server, respect internal access controls, and limit tool permissions. Test prompt injection, unknown answers, and failures; avoid sensitive logs and use human review for important decisions.
- 01
Conversation
A visitor or employee asks for help through a clear interface.
- 02
Instructions & boundaries
Define what the assistant may answer and when it should stop.
- 03
Approved knowledge
Retrieve from approved documents, FAQs, or permissioned records and link to the source.
- 04
Business logic & APIs
Validate the request and connect it to the right business action.
- 05
CRM, help desk, or workflow
Put the captured details into the system the team uses.
- 06
Human handoff
Pass a summary, captured details, destination team, and next action to a person.
EXPERIENCE BEHIND THE OFFERING
Conversation, support, and CRM work.
My earlier conversational product and intake work informs this service. The sample demo above illustrates a current service approach.
Automation / Customer support
Giving support a better starting point
An automated intake workflow that asked the missing questions before a support rep picked up the ticket.
Built directlyAbout 50% less time to resolve an issue
Power Automate · Dialogflow · Email intakeView project: Giving support a better starting point
AI & voice / CRM
Bringing CRM context into the conversation
Product ownership for a paid virtual assistant connecting dealership calls and texts with CRM records and workflows.
Led as product ownerRoughly 15% higher sales conversions
Internal CRMView project: Bringing CRM context into the conversation
Customer support / Reporting & data
Turning support tickets into useful product feedback
A consistent classification and review process for recurring bugs, training needs, and feature requests.
Designed the processZendeskView project: Turning support tickets into useful product feedback
Illustrative reconstruction based on the workflow I built or managed. No client data shown.
HOW I WORK
Understand it. Build it. Make it usable.
A practical process, from the first conversation to the final handoff.
- 01
Understand the process
Start with how the work happens today, including the exceptions and manual steps.
- 02
Find the right first fix
Focus on the repeated work, delays, errors, or unclear ownership that matter most.
- 03
Build and test
Configure the system and test the whole workflow, including the handoffs.
- 04
Handle the edge cases
Check missing data, duplicate runs, access problems, and unavailable systems.
- 05
Leave a clear handoff
Document the setup so your team can run and maintain it after the project.
A FEW COMMON QUESTIONS
Before we get started.
Can you work inside an existing setup?
Yes. A lot of the work I take on starts with something that already exists. I review the setup, understand what works, and improve the part causing problems without rebuilding everything by default.
Can you handle the technical setup and the process around it?
Yes. My background includes technical implementation and operations. I can work on the automation, CRM, data, or integration while looking at how the team actually uses it.
Do you only work in healthcare?
No. Healthcare is a large part of my background, but I have also worked in SaaS, venture backed companies, CRM products, support operations, and business systems.
Can you take over a project already in progress?
Yes. I review the current environment, identify what is complete, find the gaps, and scope the remaining work before making major changes.
Will you document the setup for our team?
Yes. Documentation and handoff are part of the work when your team needs to maintain the system after the build.
Can we communicate outside Upwork?
If we met through Upwork, project communication needs to stay on Upwork until a contract is in place. After that, we can use the tools that make sense for the project.
LET'S MAKE THE WORK EASIER.
A clearer process.
A system that works.
Have a workflow that needs a better way? Start with the work that looks closest to yours.
Explore my project examples
If you found this site through Upwork, please keep project communication on Upwork until a contract is in place.